Service Quality Control & Project Management Specialist

FUJIFILM Business Innovation Malaysia Sdn. Bhd.; Petaling Jaya; On-site; MYR 90,000 - 120,000; Full time

Job summary

FUJIFILM Business Innovation Malaysia Sdn. Bhd. is seeking a Service Quality Control & Project Management Specialist to continuously review operations, identify gaps, and enhance service quality across HRSSC processes.

You will lead regional HRSSC projects, perform risk and quality analyses, develop prevention plans, and ensure compliance with SLAs and governance. Strong coordination, planning, and IT literacy in MS Office are essential.

Qualifications

• Preferable minimum 5 years of working experience in Service Quality Management / Project Management / Service Management.
• Strong organizational skills.
• Strong in project / tasks planning, tracking and execution.
• Excellent analytical, problem-solving, and decision-making skills.
• IT literacy in Microsoft Office suite.

Responsibilities

• Continuous review of the operations model, day-to-day procedures and processes to identify gaps or areas for improvement in order to improve services quality.
• Gather, analyze and review complaints or reported quality issues and develop sustainable resolutions; produce root cause analysis with prevention plan.
• Define, develop, lead and drive service level and service performance management; produce service quality documents to track and control quality.
• Plan, develop and drive compliance initiatives / requirements such as Separation-Of-Duty and Access Control Management for internal and external roles / systems.
• Plan, develop and drive Business Continuity Plan.
• Lead, plan, drive and manage Regional HRSSC Projects, ensure projects are clearly defined, accurately planned and properly executed.
• Perform project risk assessment and develop mitigation plans; escalate critical issues to leadership for resolution.
• Ensure periodic reporting of project status to project and leadership teams.

Skills

Service Quality Management

Project Management

Service Management

Microsoft Office

Job description

Service Quality Control & Project Management Specialist

Continuous review of the operations model, day-to-day operational procedures and processes to identify gaps or area of improvements in order to improve services quality.

Gather, analyze and review complaints or reported quality issues and develop sustainable resolutions. Produce root cause analysis with prevention plan. Report service quality issues to leadership team and work with respective teams on service recovery plan and service improvement plan.

To support on Risk Management pertaining / related to HRSSC services, work with leadership and operations team to produce risk analysis report and risk mitigation plan.

Define develop, lead and drive service level and service performance management. Produce service quality documents to track, assess, manage and control service quality (for both internal teams and external vendors). Ensure service deliveries meet defined service quality and compliance requirements.

Plan, lead and drive regional payroll processes / procedures / policies standardization. Work with respective departments / teams to complete cross function processes / procedures / policies standardization.

Review HRSSC operational documents (example : Standard Operating Procedure, Operational Procedure Manual, Blueprint, Business Process Document, Service Level Agreement, Service Engagement Contract, etc.) to ensure HRSSC operational documents are up-to-date and in compliance with defined operational model, procedures, processes, service level and governance model.

Plan, develop and drive compliance initiatives / requirements such as Separation-Of-Duty and Access Control Management for internal and external roles / systems.

Plan, develop and drive Business Continuity Plan.

Plan, develop and drive Customer Satisfaction Survey. Analyze and review collected feedback for service improvement plans / initiatives and realize service improvement plans / initiatives.

Provide insight and couching to fellow HRSSC team members on service quality initiatives as and when needed. Identify training needs and take action to ensure HR SSC-wide compliance.

Plan, lead and drive HRSSC internal audit as and when required (both HRSSC and vendor services), provides support to external audit as and when required.

Study industry service quality control practices and propose / transform / adopt industry practices into HR SSC service quality control initiative / plan.

Regional HRSSC Project Management Office

Lead, plan, drive and manage Regional HRSSC Projects, ensure projects are clearly defined, accurately planned and properly executed.

Work with Project Manager to ensure project(s) are on-track (objectives, cost, go-live date, etc.) at-all-time. AND resolve project issues / challenges / escalations.

Perform project risk(s) assessment and develop mitigation plan, escape project issues / challenges / risks (especially critical project issues / challenges / risks ) to leadership team for immediate attention and resolution / decision.

Ensure periodic reporting of project status and progress to project and leadership teams.

To ensure there is proper project documentation.

Job Requirements:

Preferable minimum 5 years of working experiencein Service Quality Management / Project Management / Service Management. Experience with HR Shared Service Center is preferred.

Strong organizational skills.

Strong in project / tasks planning, tracking and execution.

Excellent analytical, problem-solving, and decision-making skills.

IT literacy in Microsoft Office suite.

Excellent verbal and written communication skills with strong attention to details.

Strong interpersonal skill.

Ability to work well in a team environment and at the same time able to work independently with minimum supervision

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Want to join a market leader in Business Equipment and Document Management Systems?

FUJIFILM Business Innovation is a leading company in the Document Services & Communications field, offering solutions and services to help customers resolve their business challenges. Underlying our solutions and services are our world-class office multifunction devices (MFD's), printers and production printers that we develop and manufacture for worldwide distribution.

A history of Innovation

In terms of innovation, FUJIFILM Business Innovation is no stranger, especially to the corporate sector. Spending an average of US$1.7 billion every year on research and development, new methods are conceived for creating, editing, copying, printing and transmitting information that is persuasive, useful and necessary for business processes to become more effective and efficient.

Extensive Product Range

With the industry’s broadest selection of hardware, software and services, FUJIFILM Business Innovation has led the way in enabling the sharing of ideas, knowledge and documents through easy conversion of these to an electronic format.

Customer Focus & Service Capability

FUJIFILM Business Innovation does not only sell products but also strives to help its customers to better utilize their knowledge of these products. As such, we take time to understand our customers’ work environment – people, processes and workflow – and then create solutions that uniquely fit their businesses, with the objective of optimizing knowledge sharing. Customer Satisfaction is pivotal to the Company’s business through the introduction of superior products and services that guarantee full satisfaction. FUJIFILM Business Innovation delivers the efficiency that customers have come to recognize and expect.

FUJIFILM Business Innovation is committed to developing 'greener' products that are better for the environment. We are ISO14001 certified.

We always felt a strong sense of pride in giving back to the community. By going back to basics, FUJIFILM Business Innovation Malaysia has constantly been supporting the local and regional community through its various charitable efforts. We find that the best way for us to reach out and assimilate deep into the hearts of all Malaysians is to think globally and act locally.

Want to join a market leader in Business Equipment and Document Management Systems?

FUJIFILM Business Innovation is a leading company in the Document Services & Communications field, offering solutions and services to help customers resolve their business challenges. Underlying our solutions and services are our world-class office multifunction devices (MFD's), printers and production printers that we develop and manufacture for worldwide distribution.

A history of Innovation

In terms of innovation, FUJIFILM Business Innovation is no stranger, especially to the corporate sector. Spending an average of US$1.7 billion every year on research and development, new methods are conceived for creating, editing, copying, printing and transmitting information that is persuasive, useful and necessary for business processes to become more effective and efficient.

Extensive Product Range

With the industry’s broadest selection of hardware, software and services, FUJIFILM Business Innovation has led the way in enabling the sharing of ideas, knowledge and documents through easy conversion of these to an electronic format.

Customer Focus & Service Capability

FUJIFILM Business Innovation does not only sell products but also strives to help its customers to better utilize their knowledge of these products. As such, we take time to understand our customers’ work environment – people, processes and workflow – and then create solutions that uniquely fit their businesses, with the objective of optimizing knowledge sharing. Customer Satisfaction is pivotal to the Company’s business through the introduction of superior products and services that guarantee full satisfaction. FUJIFILM Business Innovation delivers the efficiency that customers have come to recognize and expect.

FUJIFILM Business Innovation is committed to developing 'greener' products that are better for the environment. We are ISO14001 certified.

We always felt a strong sense of pride in giving back to the community. By going back to basics, FUJIFILM Business Innovation Malaysia has constantly been supporting the local and regional community through its various charitable efforts. We find that the best way for us to reach out and assimilate deep into the hearts of all Malaysians is to think globally and act locally.