Innovation manager

Gratitude Inc

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15 hours ago

Innovation manager

4-5 Year(s)

Kuala Lumpur

Job Description

Key Skills

Assessment of Risk CRM (Customer relationship Management) Customer Relations Risk and Complaince Six Sigma Green Belt Customer Engagement Customer Care ecommerce platform customer support

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Responsible for Operational Excellence initiatives for the Clients in the E-Com (MOD & CS) and Global

Payment (Risk Ops & CCO) verticals.

• Define and execute value generation roadmaps leading to large meaningful impact to Clients and TP.

• Enhance User experience in the E-Commerce and Global Payments space by continuously improving on

products that are serviced.

• Identifying Automation opportunities that can be implemented with full stakeholder buy-in.

• Creating an ongoing pipeline of ideas in the dynamic space of Trust & Safety and Global Payments,

delivering value for the clients.

• Proactively identify opportunities, solve problems, and guide operational excellence, site

transformational efforts to implementation.

• Develop and provide statistical analysis utilizing control charts to assess process capability.

• Actively drive the development and sharing of best practices, lessons learnt in cross process team

improvements.

• Provide LEAN and 6-sigma expertise in problem solving; identify and lead projects with teams.

• Coach, mentor, and work with all colleagues in the execution of multiple projects simultaneously.

• Continuously challenge the status-quo by encouraging innovation and calculated risk taking.

• Serve as a process team SME for Innovation; conduct workshop in instilling the culture of ideation,

innovation, and transformation.

• Monitor Process performance to determine key opportunity areas to continuously improve performance

Requirements

• Experience in driving/ participation in driving large transformation and innovative scalable solutions

within the Trust & Safety / Ecommerce Content Moderation / CS / Risk Ops / Payments CE teams.

• Minimum of 4-5 years of experience in leading Business Excellence, Innovation, Transformation in

Business Process Outsourcing.

• Patience, understanding and resilience when managing complex situations and competing priorities.

• Bachelor’s degree from recognized university.

• Data visualization experience to provide insights and able to succinctly articulate value.

• Experience with designing experiments, tools, and measures, establishing hypotheses and leading

projects from end to end.

Preferred Requirements

• Experience in Innovating & delivering value in the Trust & Safety / Ecommerce MOD & CS / Risk Ops /

Payments CE space.

• Experience in tool development and deployment in the above space.

• Experienced and certified in Six Sigma – Green Belt / Black Belt Methodology, PMP certification.

• Excellent communication and client management skills, presentation abilities and stakeholder

management.

• Proven ability to work independently.

• Ability to be flexible and work creatively and analytically in a problem-solving environment.

• Creative thinking/innovative mind-set.

• Project delivery – timeline and milestone management, Stakeholder relationship management.

• Ability to engage senior client management on offerings, emerging issues in focus.

• Demonstrated ability to interface with multiple levels of management.

Role

Account Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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