The Operational Excellence team analyses, monitors and optimize business processes and conducts root cause analysis when operation performance fluctuates. Moreover, team runs the cross-team Project Management activities to ensure the success of other business improvements.

What you will do

• Optimize Processes and Workflow:
• Analyze, evaluate, and improve the current processes and workflow of the Offline business, including Growth, Sale, Retention, Operations…
• Develop and implement improvements to optimize efficiency and effectiveness of operational activities.
• Example: Propose and implement a new process to reduce transaction processing time from 48 hours to 24 hours, significantly improving response time and customer satisfaction.
• Develop and Implement Operational Standards:
• Build and deploy operational standards and procedures for the Operations team, ensuring consistency and full compliance with company regulations and standards.
• Example: Develop a new guidebook on transaction processing procedures for new employees, helping them quickly grasp and perform their duties efficiently.
• Data Management and Performance Measurement:
• Monitor and evaluate the performance of the Operations team using key metrics and criteria.
• Provide feedback and regular reports to ensure operations are optimized.
• Example: Analyze monthly transaction data to identify trends and common issues, then propose improvement measures to minimize errors and enhance performance.
• Collaborate with Other Departments and Stakeholders:
• Collaborate closely with other departments in the company, including product development, technical support, and customer service, to ensure the Operations team is supported and operates effectively.
• Example: Participate in regular strategic meetings with relevant departments to coordinate and ensure that the Operations team contributes to the overall goals and strategy of the company.
• Training and Employee Development:
• Develop and implement training and development programs for employees within the Operations team.
• Support the development of necessary skills and competencies for optimal performance.
• Example: Organize a training session on new tools and techniques for data management and performance evaluation for all Operations team members.

What you will need