蚂蚁金服Ant International-Operational Excellence Manager-Malaysia
任职要求
1. Over 5 years of experience in service support management in the internet/finance industry.
2. Over 3 years of experience in lean process optimization.
3. Over 3 years of experience in managing medium to large-scale projects.
4. Preference for successful LLM AI enterprise-level application experience, or relevant work experience in IT products/te…工作职责
1. Analyze and design overall service and business support systems based on customer value and strategic demands, incorporating insights from industry trends, cross-department communication, and organizational assessments. 2. Design end-to-end service and business support solutions from an AI perspective, addressing cognitive and usage barriers for users and operational bottlenecks in support processes. This includes modules for demand identification, feature exploration, tool processes, channel planning, knowledge content, and quality management. 3. Evaluate and deploy support strategies and capabilities for changes in business, including self-service, human support, and deferred service. Provide support solutions for service design and deployment upgrades. 4. Identify customer obstacles and pain points, and develop service solutions adapted from customer view, continuously improving and optimizing solutions to enhance overall customer experience. 5. Collaborate with product and R&D teams in strategy and capability deployment to ensure smooth delivery and timely results with high quality. 6. Accumulate mechanisms and standards for service design and operations to ensure continuity and inheritance.
• Be a subject matter expert on databases, particularly on Relational Databases, able to discuss with customer on database modelling, migration, performance testing and day to day operations • Have wide ranging experience with open source and commercial databases such as MySQL, PostgreSQL, Oracle & SQL Server…etc • Be familiar with major cloud service providers in using it for deployment of workloads (AWS, Alicloud, GCP, Azure…etc) • Be a technical expert on all aspects of OceanBase (compatibility assessment, deployment, administration, development, migration…etc) • Facilitate introduction, discussion and demonstration of OceanBase’s technology, vision and value proposition either via individual or group sessions with customers • Engage and discover prospects’ pain points, business/technical challenges and identify how OceanBase can add value • Run Proof of Concept projects with customers to validate OceanBase’s capabilities Support post sale OceanBase implementation with OceanBase delivery team • Maintain deep understanding of competitive as well as complementary technologies and how to position OceanBase DB in relation to them • Provide guidance on how to resolve customer-specific technical challenges • Collaborate with Product Management, Engineering, and Marketing to continuously improve OceanBase product and position in the market
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.
Partnership Development: Identify, negotiate, and secure partnerships with MNOs and MVNOs globally. Maintain strong relationships to ensure long-term collaboration and mutual growth. Contract Negotiation: Lead negotiations for partnership agreements, ensuring alignment with company strategy and objectives. Manage the end-to-end process from initial contact to contract signing. Market Expansion: Develop and implement strategies to expand the availability and reach of travel essentials products, driving market share growth in key regions. Product Enhancement: Collaborate with partners to develop and launch new products or services that meet the needs of travelers. Provide market insights to optimize product offerings and enhance customer satisfaction. Cross-functional Collaboration: Work closely with internal departments such as marketing, operations, and customer service to ensure seamless integration and execution of different projects. Performance Monitoring: Regularly review and analyze partner performance metrics. Provide insights and recommendations to improve outcomes and maximize ROI. Market Research: Conduct ongoing research on industry trends, competitor activities, and technological advancements in the telecom sector. Use this information to inform strategy and drive innovation. Reporting: Prepare regular reports on business partnership activities, market trends, and performance metrics for senior management.
1.Quality Screening for New Suppliers in Tours and Ticketing products: Enhance existing supplier qualification standards by developing and implementing criteria to ensure new third-party suppliers in Oceania meet quality excellence. 2.Performance Monitoring: Track and evaluate supplier quality and performance, offering feedback and guidance for improvement. 3.Supplier Mapping: Analyze third-party supplier backgrounds, strengths to identify potential in-depth collaboration opportunities. 4.Issue Resolution: Promptly address and resolve quality-related issues with suppliers, implementing corrective actions to prevent future occurrences. 5.Documentation and Reporting: Maintain detailed records of quality assessments, supplier performance, and corrective actions, providing weekly reports. 6.Continuous Improvement: Identify and apply best practices to enhance supplier quality processes, and collaborate with the product team for system updates if needed. 7.Collaboration: Work closely with internal teams, including Operations and Business Development, to ensure quality control efforts align with overall business objectives.