Service Optimization Specialist/Assistant Manager (Remote)

Freelancing; Malaysia; Remote; MYR 80,000 - 110,000; Full time

Job summary

A leading company in service optimization in Malaysia is seeking a Specialist/Assistant Manager in Service Optimization. This role involves analyzing and optimizing business processes, leading initiatives to enhance operational efficiency, and supporting project management activities. The ideal candidate will have at least 5 years of experience in process improvement, possess strong analytical skills, and be proficient in Microsoft Excel and VISIO. This position offers the chance to make impactful changes within the organization.

Qualifications

• Min 5+ years of experience in process improvement.
• Strong proficiency in Microsoft Excel.
• Knowledge of VISIO or any other flowcharting tool.
• Ability to manage multiple projects and tasks simultaneously.

Responsibilities

• Lead process mapping and reengineering initiatives.
• Develop and maintain Standard Operating Procedures (SOPs).
• Support end-to-end project management activities.
• Act as liaison between stakeholders and project teams.
• Track project milestones and recommend mitigation strategies.
• Facilitate stakeholder workshops and process review sessions.
• Analyze operational inefficiencies and recommend improvements.

Skills

Process improvement

Microsoft Excel

Analytical skills

Communication skills

Collaboration skills

Education

BS/BA Degree in Business Administration or a related field

Tools

Microsoft Excel

VISIO

Job description

As a Specialist/Assistant Manager in Service Optimization at GoGlobal, you will play a critical role in analysing, documenting, and optimizing our business processes. You will work closely with various teams to ensure that our processes are efficient, well-documented, and continuously improving.

• Lead process mapping, gap analysis, and reengineering initiatives to enhance operational efficiency, quality, and scalability.
• Develop, review, andmaintainclear and comprehensive Standard Operating Procedures (SOPs), including process documentation, workflows, flowcharts, and control frameworks.
• Support end-to-end project management activities, including planning, scheduling, dependency tracking, and cross-team coordination to ensure on-time delivery.
• Act as a key liaison between business stakeholders, project teams, and external partners to ensure alignment, clarity, andtimelydecision-making.
• Track project milestones, risks, issues, and action items; proactively escalate concerns and recommend mitigation strategies.
• Facilitate stakeholder workshops,requirementswalkthroughs, and process review sessions to drive consensus and formal sign-off.
• Analyze operational inefficiencies and incidents reported by various teams; prepare management reports and recommend process improvements to prevent recurrence.
• Support change management initiatives, including impact assessments, communication plans, and training materials, to ensure smooth adoption of new processes or systems.
• Prepare and present status updates, dashboards, and insights for leadership and project governance forums.
• Perform recurring monthly operational reviews related to prepaid cards and expense processes, ensuring accuracy and compliance.
• Undertakeadditionalresponsibilities aligned with business and project needs asrequired.
• Min Qualification: BS/BA Degree or higher in Business Administration or a related field.
• Minimum 5+ years of experience in Process improvement.
• Strong proficiency in Microsoft Excel.
• Knowledge of VISIO or any other flowcharting tool.
• Excellent analytical and problem-solving skills.
• Strong communication and collaboration skills.
• Ability to manage multiple projects and tasks simultaneously.