Associate Service Quality - BPO

DHL Express; Petaling Jaya; On-site; MYR 67,000 - 100,000; Full time

Job summary

DHL Express in Malaysia is seeking a Business Process Optimization Analyst to perform standard analytics and manage quality tools in the center, supporting all BPO initiatives that add value to the service line.

You will work with Finance and HR teams to understand Asia Pacific processes, identify best practices, design practical improvements, and implement initiatives with key partners across the organization.

Qualifications

• University degree required.

Responsibilities

• Understand processes across Finance and HR operations in Asia Pacific.
• Identify and leverage best practices in finance operations.
• Design practical solutions to improve cost and performance.
• Implement improvement initiatives with Finance and HR partners.
• Serve as SME on process improvements/standardization.
• Provide consultative services to internal/external partners.
• Relate to cross-cultural processes and country sensitivities.
• Prepare process documentation (e.g., process maps).

Skills

Root cause analysis

Data analysis

Communication

MS Office

Stakeholder engagement

Multi-tasking

Process documentation

Education

University degree

Tools

Process maps

Job description

• Perform standard analytics and manage quality tools in the center on a day-to-day basis. Support all other Business Process Optimization (BPO) initiatives or solutions that add value to the service line.

Overall Role Purpose

• Perform standard analytics and manage quality tools in the center on a day-to-day basis. Support all other Business Process Optimization (BPO) initiatives or solutions that add value to the service line.

Key activities

• Understanding the different processes used throughout Finance and HR operations locations in Asia Pacific.
• Identifying/ leveraging best practices already in use in the finance operations community.
• Designing practical and effective solutions to address improvement opportunities – both cost and performance.
• Successfully implement improvement initiatives with Finance and HR Business Partners
• Strive as a SME on process improvements/ standardization methodology
• Provide consultative services to both external Finance and HR Business Partners and internal support staff
• Ability to relate to cross-cultural processes and country sensitivities
• Responsible for process documentations (i.e. process maps)

Qualifications

• Qualified University Degree holder

Skills

• Root cause analysis and problem solving
• Simple data analysis
• Good all round communicator: written and oral
• Innovative and creative
• Good understanding of MS Office suite (Word, Excel and PowerPoint)
• Engaging with customers (internal/external)
• Experience in supporting a shared service centre (preferred)
• Able to work under pressure
• Able to multi-task
• Good discipline in performing standard procedures
• Finance / Accounting / Business Administration
• IT knowledge will be an advantage