Operational Excellence Specialist (1-Year Contract)

The Service Operations will support the execution of strategic initiatives to optimize resources and enhance operational efficiency. This role focuses on assisting with business offering management, recruitment processes, and service resource coordination.

Job Responsibilities:

• Support service operations for overseas business. Align china domestic and international service operations processes to form a closed-loop operation that efficiently supports business operations.

• Assisting the project team with daily tasks, including managing documentation, scheduling meetings, track request and follow up with relevant department to ensure timely delivery, preparing presentations and reports.

• Partner closely with stakeholders and end-users in system migration and upgrade.

• Assist in managing stakeholders, including updating documents, access management and addressing issues.

• Implement processes for project managers to follow that adhere to company standards.

• Coordinate communication between the relevant department and overseas stakeholder, ensuring all parties are informed of progress and provided with prompt responses.

• Observe day-to-day operations and take the initiative to assist the team as needed in various tasks.

• Ensure the internal partners deliver, are responsive, and comply with project, applicable guidelines, codes, and standards. Helping managers to think strategically.

• Prepare any internal materials and facilitating communication, leading prioritization, and providing frameworks to support the project and to further on a continual basis train and coach our colleagues as necessary.

• Support operational excellence initiatives for process and system automation/improvements as the business grows.

Qualifications:

• 1 – 3 years or more of experience in large contact center service operations or operational risk management. Understanding of service architecture and intelligent operations as plus.

• Minimum diploma in a related field.

• Proficient in reading, writing, and listening in English and Mandarin; fluency in Cantonese is a plus.

Skills:

• Strong written and verbal communication skills with the ability to cater to a diverse audience across different domains and leadership across the organization.

• Commitment to drive a culture of accountability and ownership to motivate change.

• Strong ownership and willing to learn.

• Organized and detail-oriented person.

• Experience in MS Office - Excel, PowerPoint.

• Experience managing a project is preferred but not a must.

• Experience working with and collaborating with team members across various time zones.

• Knowledge of data, clerical and system management practices and procedures is preferred but not a must.