Service Excellence

Ensure service quality/delivery performances by tracking SQ Management Dashboard (productivity, SQ issues, program implementation status etc)Successful collaboration with IT and other key business functions to develop, test, and successfully implement new/improved services, processes, or applications that meet customer and business objectives.Ensure effective and efficient adoption and adaptation of information technology as an enabler in APLL operating processes.Investigate and determine root cause(s) of all SIO/NCR and KPI shortfalls. Jointly develop sustainable corrective action plans with country operations and audit/evaluate effectiveness of corrective actions.Understand and leverage on success stories in KPI performance and facilitate the sharing of these success stories across all countries in the region.Lead internal efficiency and productivity initiatives.Supports and active participation in customer acquisition process.Perform internal service delivery audits and initiate quality improvement programs to achieve operations efficiency, effectiveness, adaptability, and profitability.Organizes, prepares, and supports customer performance reviews.Facilitates and provides technical and strategic support to achieve Asia Operations excellence initiatives.

Process Management

Strategic process evaluation to identify business goals and objectives; to define current processes and highlight the needs and areas to improve.Process analysis to review and evaluate the effectiveness of the current processes and operational performance issues.Support the design of efficient processes and strategies and present implementation recommendations.Technology support to define required technology upgrades or changes necessary to implement the new processes and approaches.Change management support to provide guidance on managing the impact of change and easing the transition to new processes.Operational performance support to design and deliver education to support process owners impacted by the change and quality control mechanisms to ensure process stability and capability.Facilitates the ongoing business improvements from Order to Cash (OTC) to improve KPIs and productivity.Work with key stakeholders to understand processes, root causes and outcomes. Create metrics and audit processes to ensure established goals are met and process improvements are sustained.Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts, and data. Study customer escalations and develop a deeper understanding of operation imperfections. Be skeptical when metrics and anecdote differ.Manages the day-to-day analysis and optimization of an organization’s ILS business process in order to improve overall organization performance.Coordinates studies of operational and performance data and identifies opportunities to align business processes with information technology, documentation, physical and financial flows.Ensures Operation awareness of current ILS processes and procedures, and relevant company and authority regulatory requirements, which may impact the operation or department. Takes steps to ensure any changes are implemented.Document details of AS IS business processes, support the definition of TO BE processes, in line with the Asia target model and the local requirements.To design and deliver education to support process owners impacted by the change and quality control mechanisms to ensure process stability and capability.

 

Implementation

Lead new customer/business implementation for the regionDevelop implementation plan and timelineWork closely with stakeholders, to ensure seamless implementation and adherence to project milestones

 

Training

Initiate training programs to ensure staff are qualified and complied with operational standards as agreed with customers.Organize, prepare, and support customer performance reviews.

EDUCATION REQUIREMENT

Degree in an Engineering discipline

 

WORK EXPERIENCE

Candidates must have experiences in the following areas:

Service Excellence *Process Engineering & Improvement *ImplementationMinimum 3 years direct working experience in similar areas

This role is grade at 15