(Senior) Officer, CS Operation Excellence

Responsibilities Project Implementation • Gather, analyze, and document business requirements, and support solution delivery with stakeholders. • Support UAT, implementation, and post-implementation review to ensure successful project delivery. • Maintain the CS enhancement log, CR register, project roadmap, and project governance reporting. • Develop process flows, presentations, training materials, and management reports to support project communication

Process Improvement and System Enhancement • Coordinate with stakeholders, IT teams, and vendors to support system enhancements, solution delivery, and issue resolution. • Support the development and enhancement of customer service platforms, including IVRS, Customer Portal, Mobile App, CRM, WhatsApp, and related applications.

Operational Analysis • Prepare reports, dashboards, project updates, and operational analysis to support management review and improvement planning • Monitor operational trends, customer feedback, and service performance to identify improvement opportunities

Administrative Support • Maintain SOPs, operational guidelines, training documentation, and related records • Support Customer Care Operations Excellence administration and coordination