Process Improvement Analyst

Lazada; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Process Design Specialist to enhance operational efficiency across multiple ventures. This role involves developing strategies for process improvement, analyzing performance metrics, and guiding Customer Care Specialists in delivering exceptional service. The ideal candidate will have a strong background in process design and a passion for optimizing workflows. Join a dynamic team where your contributions will significantly impact customer experience and operational success. If you thrive in a fast-paced environment and are eager to implement innovative solutions, this opportunity is perfect for you.

Qualifications

• Strong knowledge in process design and standardization.
• Experience in analyzing operational data for improvements.

Responsibilities

• Develop process enhancement strategies for customer care.
• Analyze performance metrics to identify improvement areas.

Skills

Process Design

Data Analysis

Operational Efficiency

Customer Experience

Education

Bachelor's Degree in Business Administration

Certification in Process Management

Tools

Xspace

Job description

Job Description

Process Design & Standardization - to ensure all old and new processes are aligned across 6 ventures, whilst making sure L1-agents have sufficient information & correct SOP(s) to complete day-to-day tasks.

Responsibilities:

1. Developing process enhancement strategies.
2. Conducting process blueprinting to review existing processes and identify areas for improvement.
3. Analyzing performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.
4. Developing and implementing process changes to guide Customer Care Specialists in delivering superior customer experience and improving operational efficiency.
5. Developing process workflows and designs for new products, systems, and services.
6. Overseeing the implementation of new business processes.
7. Monitoring and measuring the impact of rolled-out processes to ensure desired outcomes.
8. Maintaining and updating all process-related reports and documentation for reference.
9. Developing in-depth knowledge of Lazada’s products, services, and systems used by customers (buyers and sellers) and the Customer Care team.
10. Assisting in promoting the implementation of best practices.
11. Recommending innovative business and technical solutions to improve operational effectiveness.
12. Benchmarking processes and establishing norms and standards for process standardization and alignment across six ventures.
13. Organizing and maintaining data assets in the Xspace (internal system).