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Purpose of the role

BSI is driving a transformation of its ASEAN Service Delivery Hub to enhance standardization, efficiency and customer service quality. To support this initiative, we are hiring a Productivity Specialist to coordinate standardization efforts, implement digital tools and drive change management.

This role will play a key part in driving the transformation program, ongoing optimization and continuous improvement to ensure efficiency and excellence in service delivery.

Key responsibilities and accountabilities

1. ASEAN Service Delivery Hub Standardization & SOP Development

Oversee the full implementation of the Service Delivery Hub transformation plan.

Establish SOPs for all key service delivery functions, ensuring consistency across ASEAN.

Develop and maintain knowledge repository, ensuring training is completed for smooth knowledge transfer and team alignment.

Support ASEAN Service Delivery Team in adapting to function-based roles.

2. Digital Enablement & Power BI Implementation

Design and launch Power BI tracking tools to monitor team efficiency, project effectiveness and operational and VOC performance.

Automate current reporting processes to reduce manual workload, provide operational insights and support optimization decisions.

3. Change Management & Proactive Client Engagement

Support in implementing the customer care strategy and training program to help the team to enhance proactive customer communication.

Design and launch an updated VOC tracking, driving improvements in NPS scores and other customer satisfaction metrics.

Ensure change management efforts minimize disruption to service delivery while maintaining operational efficiency.

4. Continuous Improvement & Optimization

Identify ongoing improvement and optimization opportunities.

Develop a continuous improvement framework, assessing process efficiency, team performance and VOC.

Refine Power BI dashboards and data analytics to support decision-making and future process refinements.

Key Performance Indicators

Full implementation of Service Delivery Hub transformation plan in 2025.

SOPs established and adopted across all ASEAN service delivery functions.

Knowledge repository completed and all staff trained to ensure smooth knowledge transfer.

Power BI tracking launched, reducing manual reporting and enabling operational insights.

Training programs implemented for proactive client engagement.

Improved VOC tracking, NPS scores, customer satisfaction and reduced customer attrition.

Ongoing process improvements and optimization efforts identified and executed.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.