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.Partnership Management: Manage and maintain Trip.com’s relationships with OTA partners, Resellers and Metasearches. Optimize distirbution policies and strategy to enhance the sales goal of the company. 2.Business Negotiations: Lead the team handling business negotiations with OTA partners, Resellers and Metasearches including procurement, formulation of operational rules, implementation of cooperation plans, and maintaining customer relationships. Ensure team's KPI & OKR indicators proceed smoothly. 3.Cross-Department Collaboration: Assist the company's finance, product, technology, and service teams in streamlining processes with clients and facilitating communication. Ensure a full-cycle integration in product distribution, operational service system construction, and financial processes. 4.Data Analysis: Conduct in-depth analysis of operational data from partners on a regular basis. Provide accurate data support to the company and clients to help formulate and adjust operational strategies. 5.Performance Tracking and Strategy Adjustment: Monitor and review the effectiveness of partnerships, and adjust cooperation strategies in a timely manner to respond to market changes and customer needs.
1. Based on departmental business goals, manage the local Korean market channel partners, including planning, recruiting, evaluating, nurturing, and replacing them. 2. Focus on market customer value, deeply understand the business and organization of platform suppliers' channel partners, implement business strategies, empower organizational development, and achieve business objectives. 3. Use data analysis to monitor and manage operational status, identify problems, and provide feasible solutions. 1. 채널 파트너사 관리 - 부서 사업 목표에 따라 한국 시장의 채널 파트너사 발굴, 평가, 육성 및 교체 등의 업무 수행 2. 사업 전략 수립 및 타겟 달성 - 시장 고객 가치를 중심으로 파트너사의 조직과 업무를 이해하고, 팀 세팅 및 사업 전략 수립 - 설정된 목표를 효과적으로 달성 3. 데이터 기반 문제 해결 - 파트너사 운영 상황을 데이터 분석을 통해 모니터링 및 관리. - 문제점을 식별하고 맞춤형 솔루션 제공