蚂蚁金服Ant International-CX Operation Excellence Specialist-Malaysia
任职要求
• 3+ years of professional experience in operations, preferably in a banking/fintech environment. • Ability to think creatively, deal with ambiguity, and manage changing priorities. • Demonstrate effective communication, composure, and professional attitude. • Excellent communication, interpersonal, and stakeholder management …
工作职责
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.
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.
Responsibilities： 1. Responsible for implementing the global regional KYC policies and merchant admission standards formulated by the risk solution, ensuring that the entire process from collecting KYC information, review and judgment to complete traceability always complies with the dynamically changing regulatory requirements. 2. Managing daily reviews and handling complex cases, systematically summarize, refine the difficulties, ambiguities and merchant feedback encountered when implementing the policies and standards, and provide structured positive feedback to the solution. 3. Manage the review team, including but not limited to formulating and continuously optimizing standard operating procedures (SOP), quality assessment standards and training systems. As a senior expert, handle complex and difficult escalated cases. 4. Reasonably allocate review resources to improve the quality and efficiency of the team's review. From a data-driven and product-oriented perspective, design systems and intelligent operation plans to enhance operational efficiency, and be able to coordinate resources through cross-team cooperation to promote the implementation of the plan.
1. Find catering merchants willing to cooperate with Meituan Keeta through effective appointments and efficient door-to-door visits, and reach cooperation agreements. 2. Assist partner restaurants in setting up their online stores on the platform, and provide training on how to manage their online delivery business. 3. Collaborate with partner merchants to plan online marketing campaigns, and offer professional solutions for delivery operations, aiding our partner restaurants in enhancing their delivery business. 4. Conduct regular visits to maintain customer relationships with partner restaurants, and collaborate with various departments to address and resolve daily queries from these partner restaurants.
1. Find catering merchants willing to cooperate with Meituan Keeta through effective appointments and efficient door-to-door visits, and reach cooperation agreements. 2. Assist partner restaurants in setting up their online stores on the platform, and provide training on how to manage their online delivery business. 3. Collaborate with partner merchants to plan online marketing campaigns and offer professional solutions for delivery operations, aiding our partner restaurants in enhancing their delivery business. 4. Conduct regular visits to maintain customer relationships with partner restaurants and collaborate with various departments to address and resolve daily queries from these partner restaurants.