Job Description
Process Design & Standardization - to ensure all old and new processes are aligned across 6 ventures, whilst making sure L1-agents have sufficient information & correct SOP(s) to complete day to day task.
Responsibilities:
-Developing process enhancement strategies.
-Conducts Process blueprinting to review existing processes and identify areas for improvement.
-Analyse performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.
-Develop and implement process changes to guide the Customer Care Specialist to deliver superior customer experience and to improve operational efficiency.
-Develop process workflow and design for new products, systems and services.
-Oversee implementation of new business processes
-Monitor and measure the impact of new Process and Improved Process rolled out to ensure achievement of desired outcome.
-Maintain and update all the process related reports and documentation for reference purposes.
-Develop in-depth knowledge of Lazada’s products, services and systems used by customers (buyers and sellers) and Customer Care team.
-Assist in promoting the implementation of best practices.
-Recommend innovative business and technical solutions to improve operational effectiveness.
-Process benchmarking and establishing norms and standard of processes - Process Standardization and alignment for six (6) ventures.
-Organize and maintain data assets in the Xspace (internal system).