美团Service Process Design Intern

Responsibilities In this position, you will: 1. Be the subject matter expert in processes and systems used for various accounting processes. 2. Contributes to the review of business initiatives -Design process and suggest systems developments to support the success of business initiatives. -Be involved in Business Partnering with relevant stakeholders. -Create documentation of policies, manuals and SOPs for new initiatives. 3. Build trusting relationship and continuous interaction with internal stakeholders, as well as, BPO (if required) to ensure high quality delivery of service and maximum customer satisfaction. 4. Support the transition of new entities/ workflow to Finance BPO when there are new initiatives, process changes or transactional work remaining in local ventures, as well as, the overall governance framework for Finance BPO, including SLAs monitoring and issues resolution. 5. Continuously seek process improvement, greater productivity and efficiency in accounting processes, which might involve process re-design, including adoption of automation tools, and resolve potential control issues. 6. Participate in other projects as required

Be responsible for the landing of the overseas HRIS system (including Core HCM, Recruiting, Benefits, Absence, Talent, employee and manager self-service modules)： 1. Lead overseas HR business requirements research, work collaboratively with HR stakeholders to design and enhance HR processes; 2. Make project plans and create technical HR process designs, coordinate internal and external resources to solve problems encountered during project implementation; 3. Be responsible for system daily operation and enhancement requirements, and continuously improve user experience based on user feedback.

With Ant's globalization strategy to provide excellent online payment service to SME clients, the candidate should have sense of global business development and strong sensitivity on online Payment and Finance Risk management operation areas. You would have the chance to design the end-to-end Risk Management operation solution about SME clients’ Onboarding and the day to day transition risk monitoring. To better achieve the risk management strategy, you would have the chance to work with the expertise globally to demonstrate how to better mitigate risk during onboarding review and transaction monitoring, and balance customer experience and risk control. At the same time, we would expect you to leading local risk operation systems establishment to facilitate the business growth in a health way. Responsibilities: 1.Understand business and internal product and process,to ensure the Risk operation excellent. 2.Design fraud and AML risk cases investigation method and prepare related for training to Risk team as well as business team. 3.Conduct Customer Due Diligence background investigations in adherence with fraud risk policy and compliance. 4.Work closely with the team to analysis the risk characteristics, customer experience pain points in a systematic way and establish the internal library of Customer Risk Profile. Provide knowledge feedback to risk policies/strategies team to improve operational efficiency and customer experience. 5.Monitor the operation system efficiency, and prepare intelligence reports / circulars for management's review. 6.Coordinate or collaborate with business units to solve the fraud and AML risk case, ensure the business comply with local requirement. 7.Support other ongoing customer risk management solution, including but not limit to, periodically account review, Enhance Due Diligence, etc.

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. 1. 围绕客户价值及服务支持本质，结合不同阶段的战略诉求，通过对行业趋势的洞察、跨部门的沟通协作、组织保障的评估等方式，分析并设计整体服务及业务支持体系； 2. 结合AI视角，在基于客户服务诉求进行全链路服务及业务支持解决方案设计，以解决用户触达产品时的认知障碍、使用障碍和支持业务过程中的运营流程卡点。亦需要包括基于 诉求识别、特征挖掘、工具流程、渠道规划、知识内容、质量管理的多模块服务运营支持体系和规划来设计包括AI赋能的服务及业务支持解决方案； 3. 针对业务变动进行服务业务支持影响评估及策略部署，在服务及业务支持端进行自助、人工、迟滞承接的能力部署及开量支持，亦会针对业务支持的服务设计部署升级提供支持方案； 4. 洞察客户障碍和服务痛点，从客户视角出发输出适配服务渠道的解决方案，持续以项目等方式推动方案优化改善，从而提升整体客户体验； 5. 在策略及能力部署过程中端到端协同产品及研发团队一起保障交付链路顺畅，保质保量按时交付结果； 6. 沉淀服务设计和运营的机制和标准，保障持续性和传承性；