Customer Service Process Improvement Lead

Jobstreet Malaysia; Selangor; On-site; MYR 120,000 - 180,000; Full time

Job summary

Jobstreet Malaysia is seeking a Process Manager in the Customer Service Department to review and optimize existing processes and workflows. The role focuses on identifying gaps, bottlenecks, and unnecessary steps to streamline operations and improve efficiency.

You will develop, implement, and maintain SOPs, monitor KPIs, and drive continuous improvements while collaborating with other departments. Training and guidance on new processes will also be part of the responsibilities.

Qualifications

• Experience in process improvement or operations management.
• Strong analytical and data-driven mindset.
• Ability to lead projects and train staff.
• Excellent cross-functional collaboration.

Responsibilities

• Review and evaluate existing Customer Service processes and workflows.
• Identify process gaps, bottlenecks, duplication, and unnecessary steps.
• Streamline and simplify processes to improve operational efficiency.
• Develop, implement, and maintain SOPs.
• Improve turnaround time and productivity of the department.
• Identify opportunities for process automation and digitalisation.
• Monitor process performance and recommend continuous improvements.
• Establish and monitor relevant operational KPIs.
• Analyse operational data and prepare reports for management.
• Work closely with other departments to improve cross-functional processes.
• Ensure processes are properly implemented and consistently followed.
• Lead process improvement projects from planning through implementation.
• Provide training and guidance to employees on new or revised processes.
• Perform other duties and improvement projects assigned by Management.

Job description

Jobstreet Malaysia is seeking a Process Manager in the Customer Service Department to review and optimize existing processes and workflows. The role focuses on identifying gaps, bottlenecks, and unnecessary steps to streamline operations and improve efficiency.

You will develop, implement, and maintain SOPs, monitor KPIs, and drive continuous improvements while collaborating with other departments. Training and guidance on new processes will also be part of the responsibilities.