Associate - Automation & Process Improvement (Hybrid)

BF JADE E-SERVICES PHILIPPINES INC.; Muntinlupa; On-site; PHP 420,000 - 560,000; Full time

Job summary

BF JADE E-SERVICES PHILIPPINES INC. seeks aCX Process Improvement and Training Coordinator to design, deliver, and continuously improve training content for cross-functional teams in Manila and Australia.

The role focuses on onboarding materials, SOPs, and customer/agent experience alignment. You will collaborate with ZALORA and THE ICONIC to implement a Continuous Improvement framework, coach teams, and ensure timely training delivery throughout the year.

Qualifications

• Strong written and verbal English communication and presentation skills.
• Growth mindset and continuous improvement ethos.
• Excellent organization with high attention to detail.
• Proactive and hands-on approach to tasks.
• Able to work independently and with cross-functional stakeholders.
• Comfort with CRM systems and data-driven insights.

Responsibilities

• Collaborate with ZALORA and THE ICONIC teams in Manila and Sydney to deliver process and training content.
• Maintain and administer CRM content, including SOPs and FAQs, and manage accounts/macros/scripts.
• Coordinate updates with CX Process Improvement Lead and incorporate changes and feedback.
• Pilot Continuous Improvement activities with CX Improvement, Training and QA teams using KPI data.
• Create operational readiness docs for new initiatives detailing changes across customer and agent experiences.
• Train across appropriate methods, schedule sessions with stakeholders to minimize disruption, and keep onboarding materials current.
• Collect feedback to drive ongoing process and training improvements and translate into Guide articles.
• Demonstrate alignment with ZALORA and THE ICONIC culture in team actions and communication.
• Assist during peak times to handle Tier1 contacts across channels and meet team metrics.
• Add KPIs and support the team in productivity, quality, engagement, and output.

Skills

English communication

Growth mindset

Attention to detail

Proactive

Independent & collaborative

CRM knowledge

Analytical

Problem solving

Stakeholder collaboration

MCX-area willingness

Tools

CRM platform

Job description

TheCXProcessImprovementandTrainingCoordinatorisalwayslookingforbetterandmoreefficientwaysofworkingandservicingcustomersbothinternallyandexternally.Theyarepassionateaboutchangeandembracethechallengesthatcomewithitanddon'tshyawayfromthem.

TheCXProcessImprovementandTrainingCoordinatorhasastrongattentiontodetail,workswellbothindependentlyandinateamandnevermissesadeadline.Theyspeakupandclearlycommunicatewiththeirstakeholdersinteammeetingsandsupporttherestoftheteamwithcoachingandclarificationonprocesses.

TheCXProcessImprovementandTrainingCoordinatorcreateseasytodigesttrainingmaterialandusestheirstrongorganisationalskillstoworkwithinternalstakeholderstoensuretrainingisdeliveredontime.Theycollectfeedbackfromtheirteamtoalwaysimprovetheirprocessesanddeliveryoftraining.Notaskistoobigortoosmallforthisteammemberandteam.

KeyResponsibilities:

• WorkwithZALORAanditsAustraliancounterpartTHEICONICincollaboratinganddeliveringprocessandtrainingcontentwithteamslocatedacrossbothManila,PhilippinesandSydney,Australia
• SupportsmaintenanceandadministrationofCRMcontentincludingbutisnotlimitedtoSOPandFAQarticles,provisionofaccounts,macroandscriptingmanagementetc.
• WorkswithTHEICONIC’sCXProcessImprovementLeadtomakeupdatesincorporatingnewprocesschanges,temporaryprocesschanges,processreviewandscopefeedbackfromteam
• CollaborateswiththeCXProcessImprovement,TrainingandQAteamsincludingCXProcessImprovementLeadatTHEICONICthroughaContinuousImprovementFrameworkdrivenbycontactandKPIdataandcreatesayearlytrainingscheduletoupskillduringquietperiodsthroughouttheyear
• CreatesOperationalReadinessdocumentationfornewinitiativesoutliningchangesacrosscustomerexperience,agentexperience,reporting,qualityassuranceandcommunicationdrafts
• ConsistentlysupportstheCSteamacrossalllocationswithprocessclarificationsandprocesscoaching(side-by-sideswhereneeded)
• Createstrainingmaterialanddeliverstrainingacrossanymethodappropriatetothesubjectofthetraining
• Schedulestrainingsessionsincollaborationwithinternalstakeholderstoensureminimaldisruptiontooperationsandcost
• EnsuresthattrainingmaterialincludingonboardingmaterialsareuptodatewiththelatestinformationandtransfersthesameinformationintointernalandexternalGUIDEarticles
• Collectsfeedbackonprocesses,trainingcontent,trainingdeliveryandcoachingandupdated/improvestheseareasbasedonthisfeedback
• DemonstratesalignmentwithbothTHEICONICandZALORAculturethroughbehaviour,driveandattitudeandleadsbyexampleinthedevelopmentoftheteamsunderstandingofAustralianbusinesspracticesandculture
• DuringpeaktimesasrequiredisabletohandleTier1levelcontactsacrossallchannels
• ADDINKPI’s
• MeettheProcessandImprovementTeammetricswhichinvolveProductivity,QualityofWork,EngagementCompliance,andOutputEffectiveness

RequiredCompetencies:

• StrongwrittenandverbalEnglishcommunicationandpresentationskills
• Hasagrowthmindset
• Organisedwithahighstandardofattentiontodetail
• Proactiveandhands-on
• AbletoworkindependentlyandcollaborativelywithstakeholdersacrossbothTHEICONICandZALORA
• Abilitytoprioritiseworkwithcompetingdeadlines
• ConfidentinCRMsystemknowledge
• Analyticallydrivenanddoesn’tshyawayfromdata
• Problemsolvingskills
• Hastheabilitytoestablishrapportandcaneasilycollaboratewithstakeholders.
• AmenabletoworkinthegreaterMetroManilaareaparticularlyinMuntinlupa-CaviteExpressway(MCX)area

TheZALORAstory

ZALORAexistsforthemillionsoffashionconsumersinAsiaseekingashoppingexperiencefocusedontheiruniquestyles,trendsandfit.AsAsia’sleadingonlinefashiondestination,ZALORAwasfoundedin2012andhasapresenceinSingapore,Indonesia,Malaysia&Brunei,thePhilippines,HongKongandTaiwan.ZALORA’slocalisedsitesofferanextensivecollectionoftopinternationalandlocalbrandsaswellasourownin-houselabelsacrossapparel,shoesandaccessoriesformenandwomen.ZALORAispartofGlobalFashionGroup,theworld’sleaderinonlinefashionforemergingmarkets.

ZALORAisnotobligatedtoacceptresumesfromanythirdpartiesonbehalfofpotentialcandidatesforanyposition(advertisedorotherwise)byanymeans,unlessZALORAhasexecutedawrittenagreementwithsuchthirdpartyandhasexpresslyrequestedsuchthirdpartyforcandidatereferrals.Thirdpartieswhoprovideunsolicitedresumesofcandidate(s)shallwaiveandforfeitallrightstoclaimforanyplacementfeesorreferralfeesintheeventthatsuchcandidateiseventuallyengagedoremployedbyZALORAorGlobalFashionGroup.

THEICONICstory

THEICONICisthenumberonefashionandlifestyledestinationinAustraliaandNewZealand.AtTHEICONICwebelieveit’sallaboutthepeople.Ourcustomerfocusismatchedbytheempowermentandsupportwegiveouremployeesandpartnerswhomakewhatwedopossible.OurBuyingteamworkscollaborativelytoliberateandinspireourcustomers,selectingthebestandlatestproductsfromthemostdesirablebrands.Thisteamiscreative,analyticalandabsolutelycustomer-focused.OurBuyingteamlivesandbreathesfashion.