蚂蚁金服Ant International-CX Operation Excellence & Governance Senior Specialist-Malaysia
任职要求
• A practitioner with minimum 5 years of execution experience in customer-facing services, relationship management and project management experience; • Strong knowledge of business process engineering methodologies, such as Six Sigma, Lean, Agile, or similar frameworks. • Demonstrated experience leading cross-functional teams and managing complex transformation Operations & Projects from initiation to implementation. • Excellent communication, interpersonal, and stakeholder management skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. • Analytical mindset with the ability to identify process improvement opportunities, analyze data, and drive data-driven decision-making. • Proven ability to adapt to a fast-paced, dynamic environment • Proficiency in English, Mandarin is highly desirable • Experience with Financial data and in design of big data (Data governance , Compliance) is a plus.
工作职责
As a CX Operation Excellence & Governance Lead, you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Enhance operational efficiency, and drive innovation across the organization. • Work closely with stakeholders in different locations to identify process gaps • Produce insights and governance on all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; • Support various departments to manage resource capacity planning to ensure optimal utilization of human resources and alignment with strategic objectives. • Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare and track to report on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To support with Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.
As an CX Operation Excellence & Governance Specialist , you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Ensure delivery of timely business operations and high quality performance. • Collaborate with business teams to identify issues, manage key business operations processes, set priorities, provide systematic solutions, and drive execution excellence. • Support all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; Develop SOPs, workflows, metrics, reports or other analytical tools to maximize productivity. Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To assist with supporting Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.
You will work closely with global and regional stakeholders across Product, Operations, Policy, and Support to embed continuous improvement practices, translate insights into transformation opportunities, and build the foundational standards that enable best-in-class experiences. Your Responsibilities - Act as the strategic owner of CX service excellence, accountable for the design, improvement, and scalability of global support operations - Define and evolve the long-term vision for customer service flows, operational governance, and experience frameworks - Serve as the primary CX strategy partner to global and regional teams, influencing cross-functional roadmaps and business prioritization - Own core CX KPIs and ensure performance insights are converted into structural improvements and experience innovation - Lead the implementation of continuous improvement methodologies (e.g., Lean, Six Sigma), embedding them into day-to-day operations - Shape the company's customer insights agenda by integrating VOC into strategic business and product decisions - Guide regional and global benchmarking efforts to maintain DiDi’s experience at a market-leading level - Represent CX Operations in senior forums, influencing leadership decisions, investment planning, and resourcing for key initiatives
In Alibaba, we are committed to provide good experience to both buyer and seller through offering seller & assortment through internal E-commerce network and create business success. Key objective of the this role on M2A Management is to leading the M2A team to optimize the business infrastructure and achieve the GMV goal by organizing Miravia assortment sales in AE platform. Responsibility as but not limited as below for the final goal with the cooperation with collaboration team: - Build up a robust team for M2A business covering Business Planning and Operation of Onboarding, Platform Governance, Promotion, Product & Process and Assortment/Category. - Collaborate with different team from Supply to Traffic to facilitate the business growth by identifying the business opportunity and strategy - Work out solution to enhance the business health and growth including P&L control - Accountable for GMV, P&L, Seller Experience and Buyer Experience performance
• Relationship Cultivation: Cultivate robust, long-term relationships with our FI clients, comprising e-wallets, commercial banks, and other financial entities. Grasp their distinct business needs, challenges, and objectives within the payment, marketing and user growth solutions landscape • Multi-Solution Growth Strategy: Collaborate with BD team to discern upsell and cross-sell prospects within existing FI client accounts. Conduct meticulous analysis of client portfolios to proactively identify growth potential and devise bespoke solutions across payment and marketing domains • Innovation and Solution Presentation: Craft and deliver captivating presentations, product demonstrations, and proposals to FI clients, showcasing the extraordinary value and benefits of our integrated payment and marketing solutions • Tailored Needs Assessment: Conduct comprehensive needs assessments for each FI client, delving into their unique payment processing requisites, marketing objectives, compliance imperatives, and technological preferences • Collaborative Contract Negotiation: Lead purposeful and collaborative contract negotiations with FI clients, forging mutually beneficial terms while upholding industry regulations and best practices. • Elevated Customer Support: Provide elite customer support to FI clients, formulating regular reviews, catering to inquiries, troubleshooting complexities, and ensuring complete satisfaction • Industry Insight and Expertise: Stay at the forefront of payment and marketing industry developments, encompassing cutting-edge technologies, regulatory transformations, and competitor dynamics. Leverage your expertise to offer strategic advice to FI clients • Revenue Forecasting Excellence: Engage in astute monitoring and analysing account performance, payment processing volumes, marketing campaign effectiveness, and revenue trends for each FI client. Deliver regular updates and precise revenue forecasts to the management team • Solution-Focused Issue Resolution: Collaborate seamlessly with internal teams, such as Product team, Tech team, etc., to proactively address and resolve any client concerns or technical intricacies • CRM Empowerment: Harness the power of our CRM system to maintain meticulous records of all client interactions, sales endeavours, and progress, empowering data-driven decision-making