About the Team
This team is part of the Global Business Service (GBS) Centre, home to specialized teams of operations experts, many with years of first-hand experience across a wide range of industries and sectors. This team supports customers globally through different channels such as live chat, emails, tickets, social media, and many more. We work closely with all our key stakeholders, such as Marketing, Finance, and Payment Operations, to successfully launch various global products while understanding the associated risks and management strategies for business growth.
About the Opportunity
The Operational Excellence (OpEx) specialist will think big about the future of FinTech (Crypto, Blockchain, etc.) and how you can bring significant impact to the organization in terms of operational efficiency, effectiveness and most importantly, improving customer experience. The Operational Excellence Specialist is mainly responsible for identifying areas of improvement within the group and developing systematic approaches to streamline processes, enhance productivity and enhance product-using experiences.
At your core, you'll thrive in a fast-paced, collaborative, process-driven environment and is able to adapt and adjust plans on the fly. You must also have strong prioritization skills and a willingness to roll up one's sleeves to get the job done. Most importantly, you’ll drive results and significantly support the growth and adoption of OKGroup products, features, and services.
Key Responsibilities: What You'll be Doing:
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Identify improvement opportunities based on data analysis, and voice of customer analysis and bring back to external stakeholders for further product or campaign enhancements.
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Being the key contact point between OpEx, the operations team, and external stakeholders
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Work with different stakeholders from the operations team to gather insights, understand requirements and develop solutions.
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Drive and lead the process, policies, and procedure re-engineering initiatives with internal and external stakeholders to ensure effective execution and efficiency across business operations activities.
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Proactively address, identify, and tackle potential key issues and blockers in achieving operational excellence within GBS team.
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Foster agile corporations and coordination across different functions during business incidents or crises.
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Take the lead in the governance of GBS function SOPs to ensure the document remains relevant to the standards and requirements of the GBS functions.
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Develop and implement operation support readiness including communication strategies, stakeholder engagement, and training programs.
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Manage and oversee projects related to operational process improvements from initiation to completion.
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Develop and implement operation support readiness including communication strategies, stakeholder engagement, and training programs.
Requirements: What We Look For In You
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Bachelor or master Degree in business administration, engineering, operations management, or a related field
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Minimum 3 years of experience leading a team of business analysts or operation excellence with a proven track record of driving operational excellence and process improvement
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Strong knowledge of lean methodologies, Six Sigma, Kaizen, and other continuous improvement frameworks.
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Proven analytical, documentation, process engineering skills.
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Demonstrated ability to build trust and facilitate consensus among cross-functional teams
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Ability to manage through complexity to identify solutions and deliver results
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Strong influencing/persuasive skills with a demonstrated ability to influence required different styles at different levels in an organization
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Familiarity with project management principles and application, including the ability to manage multiple projects simultaneously and evaluate priorities
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Ability to work in a fast-paced environment and manage multiple projects simultaneously.
