Business Improvement & Enablement Director Job in Shopmatic Pte Ltd

Business Improvement & Enablement Director

Job Responsibilities:

• Create the detailed use case and requirements for the CRM system with key stakeholders across the organization for all products under the Shopmatic Group.
• Deliver and continuously improve the CRM system to ensure that it enables the operations and customer facing team to deliver to customer expectations.
• Drive continuous system improvements to meet best practise standards by reviewing all systems and tools used by customer facing and operations teams and explore alternative options.
• Continuously review and update the Process and Work Instructions for the Operations team to drive better productivity and improved Customer Experience.
• Lead the Project Management of key customer projects and new system implementation.
• Evaluate the outsourcing requirements and develop the business plan for future outsourcing requirements.
• If and when a new outsourcing partner is required and/or new business operation needs to be outsourced, project manage the execution end to end.
• Develop training tools for agents and customer facing staff for tools & systems.
• Manage the training program and schedule for all outsourcing providers.
• Work closely with outsourced providers to drive business process improvements.
• Manage relationships with key business partners for tools and systems.
• Keep up to date with key market trends for Operations provisions with tools and processes.
• Work closely with the Operations team to understand their pain points and develop resolution to fix.
• Manage the L3/4 customer escalations process with the Product team to ensure quick resolution and delivery for customers.

Ideal Requirements:

• Educational Level : Degree.
• 15+ year work experience, ideally with both consulting and in-house experience.
• Business Process Improvement Leadership, with clear deliverables to the business.
• Experience in CRM scope building, rollout planning and execution.
• Vendor management experience.
• Ability to project manage the implementation of tools and systems.
• Experience in working with Call Center Operations teams, both internal and outsourced providers.
• Process Mapping and User work Instruction creation experience, especially for use at the front line.
• Worked across South East Asia, especially in India
• Advanced Excel experience.

Specific Skills:

• Project Management certifications.
• Agile certified/qualified.
• Change Management experience.
• Must have people management experience.
• Vendor management experience.

Summary of Job:

The Shopmatic Group offers customers a range of software and service options to enable them to drive their e-commerce business. In order to support our customers, we have a large operations team that provides both back of house and customer facing services from data entry to e-commerce consulting. The operations team, located across South East Asia, is both internal and delivered via outsourced partners.

To help enable the Operations & Account Management teams, we are looking for a Business Improvement & Enablement Director to drive instrumental positive change into the Operations team to improve productivity and customer satisfaction. This role comes at a unique time in Shopmatic when we are rapidly ramping up resources and tools. This is a great opportunity to build from scratch the right support that we will need for future growth from creating process maps and building CRM systems through to onboarding new outsourced providers in new markets.

This role will lead a team who have expertise in process mapping, project management, L3 escalation support, QA and agent tools. The team will be the backbone of the operations & customer facing teams with key accountability to improve key operational metrics around efficiency.