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Job Summary

• As the head of service management, you will maintain above 90% customer fulfillment score across our products and services. Ensure Value Creation Process, Task Management with (JIRA), ITIL, ISO 9001.
• To Develop and implement service strategies to meet customers' needs and improve service quality. Monitor service metrics, analyze customer feedback and address any gaps or areas for improvement.

Responsibilities / Requirements:

• Execute your deliverables using the 4DX framework and approved systems at work.
• Provide the highest level of customer service to our customers.
• Develop lasting customer relationships through methodical and excellent service.
• Manage the service team members.
• Keep abreast of industry standards and practices and maintain strong working knowledge of the company’s products and services.
• Manage and maintain the organization’s knowledge base (wiki) and provide documentation service.
• Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure customer fulfillment. You are also to ensure that the team’s objectives and goals are met.
• Handling customer complaints or concerns quickly using ITIL standards and processes to maintain good customer relationships and satisfaction.
• Provide asset management services in line with the industry standards (ISO 9001, ITIL).
• Setting up and maintaining a service desk by evaluating and ensuring its effectiveness.
• Provide training services for new employees in line with the organization's culture, values, processes, and onboarding Curriculum.
• Problem management. The ideal candidate should be able to monitor department issues and customer complaints and also address root causes through standards and processes to prevent recurrence.

Educational Qualification and professional qualification

• Bachelor's Degree (2.1) from a reputable University.

Certification: ITIL 4 Certification

Experience

• Minimum of 3-5 years experience in a similar role Eg. Information Technology.

Competencies

• Track record of driving initiatives to benefit realization
• Can work with minimal supervision, and with proper accountability
• Good people relationship and management skills
• Excellent leadership, communication, sales and customer service skills
• Sales-minded attitude. Have an eye to generate leads or revenue for the company and minimize cost.
• Effective time management skills.
• Attention to detail.

Interpersonal Competencies

• Can work well under pressure, manage stress effectively, and respect timelines.
• Proficiency with word processing, spreadsheet, and diagramming tools, as well as database systems.
• Proficiency in technical writing and ability to read and understand technical documentation
• Good interpersonal skills, team management, and motivation skills.
• High level of discretion in handling sensitive information learned in the course of work.

go to method of application »

• The Process Managers will be responsible for the operational execution of the process and ensures its implementation based on the strategic guidance provided by the Process Owner.
• Key responsibilities include: Operational process control, Establishing and execution of operational.
• He / She will provide technical leadership within their team and is responsible for scientific coherence across the Business Units.
• Oversees all Portfolio activities and fosters scientific innovation in the area of new technologies/processes.
• He or she will also be responsible for working with suppliers, customers, and support processes to ensure that the process he or she manages has the resources and support it needs to produce the product or service the process's customer wants.

KEY RESPONSIBILITIES:

• Enhance efficiency of the Wealth Management departments by giving solutions to day-to-day problems as far as systems and procedures.
• Contribute to the system implementation by analyzing and specifying requirements for new systems.
• Managing the implementation of agreed standards, to include publishing, communications, training requirements.
• Internal resource planning and management and provide direction and support to project team and stakeholders.
• Organize, chair and provide status reporting to weekly Project Team Meeting, Working Group and Steering Committee.
• Contribute to regulatory filings, as required and will supervise lower-level team members.
• Travel may be required in support of tech transfer activities.
• Drive process improvement in various strategic projects and programs to meet targets for quality, time and cost to the satisfaction of project sponsors
• Responsible for managing a predetermined list of transversal processes by Implementing Key Performance Indicators (KPI) on the in-scope processes.
• Contribute to the operational permanent control framework by suggesting improvements to the permanent control framework.
• Contribute to the planning of the medium-term direction for Asia Wealth Management by identifying areas where Wealth Management can achieve economies of scale.
• Elaborate design detail design (including functional specification, define and creation of instrument, valve, apparatuses and fitting lists).
• As a Project Manager, you will be responsible for the Process, Performance, Budget & Execution, and responsible for managing a project and subsequent team tasked with improving operational capabilities and greater control over budget activities through more effective guidance across the entire Planning, Programming, Budget and Execution (PPBE) lifecycle.
• Lead a team to develop an integrated approach that reflects the dependencies and interrelationships among Planning, Programming, Budget, Execution portfolio and data analytics
• Identification and management of risks and issues – reporting and escalating as appropriate Acts as the Centre of Excellence.
• Provides direct support and guidance to the team and external lines of business to assist in the review and approval of their PARs.
• Research, explore and propose potential enhancements to existing processes, policies and procedures to remove complexity, drive compliance and deliver sustainable KPI milestones and deliverables
• Facilitate communication between multiple airline departments.
• Provide an overview of current workload versus manpower capacity for integration activities
• Advocating for procedural improvements and implementation of industry best practices
• Mapping out processes for conducting procedural development -Determine improvements for streamlining activities and decreasing resource required for activities.
• Strong organization, workload prioritization and time management skills with attention to detail.
• Excellent leadership skills and ability to work with all levels of the organization effectively.
• Work effectively as a team member take on individual responsibility.

QUALIFICATION / EXPERIENCE:

• Minimum of BSc. Holder in any related field with (First Class Honor) Bachelor's and Master's Degree in Engineering, Business, Project Management, Chemical Engineering, Education, Management, Technical, Computer Science, Finance, Business/Administration.
• Must have one or two licenses or certifications required; PMP, ITIL, PMI, CSM, II, PRINCE, MOC, ASQ, CMMI, CAPM.
• Minimum of 5 years’ experience in engineering or process development/process business and certification, required.
• Ability to think creatively and act decisively
• Ability to work effectively both within a team environment and independently, with minimal direction.
• Strong ability to multi-task, follow up and manage competing priorities.
• Strong analytical and problem-solving skills with high attention to detail.
• Ability to effectively communicate and influence at many levels and articulate a clear point of view
• Strong customer focus, continually searching for opportunities to increase customer satisfaction.
• Strong demonstrable portfolio of project management, data or research driven experience