MY - Service Process Expert

Zeal Group; Kuala Lumpur; On-site; MYR 70,000 - 100,000; Full time

Job summary

A prominent service optimization firm in Kuala Lumpur is seeking an experienced professional for service process optimization. Candidates should have a Bachelor's degree in a relevant field and over 3 years of experience in service process optimization and operations, preferably in financial or large internet companies. The position offers benefits such as medical, optical benefits, life insurance, and fitness subsidies.

Benefits

Medical Benefit

Optical Benefit

Life Insurance

Gym/Fitness Subsidy

Long Service Rewards

Qualifications

• Bachelor's degree or above in a relevant field.
• Over 3 years of experience in service process optimization.
• Experience with solution design in financial or large internet companies is preferred.

Responsibilities

• Develop service strategies based on user inbound scenarios.
• Analyze operational data to identify problems and bottlenecks.
• Collaborate across teams to implement and improve service processes.

Skills

Problem-solving abilities

Logical thinking

Collaboration skills

Framework building skills

Education

Bachelor's degree in finance, accounting, or economic management

Tools

Six Sigma

PMP project management

Job description

• Based on the user service journey, cluster and define user inbound scenarios, and develop service strategies from intelligent to manual for these scenarios, constructing specific scenario solutions with dual skills in business design and product design.

• Analyze operational data, cases, and existing customer service processes to identify existing problems and bottlenecks, and explore opportunities for process transformation and system optimization from the perspective of service process optimization, proposing actionable strategies.
• Collaborate across teams including product, technology, and operations, to ensure and promote the rollout of processes/standards across all service channels, follow up on results, and improve service efficiency.

• Bachelor's degree or above in a relevant field such as finance, accounting, or economic management is preferred.

• Over 3 years of experience in service process optimization and operations, with solution design experience in financial or large internet companies preferred. - Strong logical thinking and reasoning abilities, good framework building skills, and problem‑solving abilities.
• Internal and external communication and collaboration skills, the ability to align collaborators to quickly solve problems, with a focus on results and efficient output. - Experience with Six Sigma and PMP project management is preferred.

What we can offer you:

• Medical Benefit
• Optical Benefit
• Life Insurance
• Gym/Fitness Subsidy
• Long Service Rewards