Service Quality Senior Specialist

About the job Service Quality Senior Specialist

Company Background: We are representing our client who provides innovative, global supply-chain solutions across Automotive, Consumer, Industrial and Retail markets in Sea Freight and Air Freight. They are looking for a Service Quality Senior Specialist to join the team. Job Responsibilities:

• Successful collaboration with IT and other key business functions to develop, test, and successfully implement new/improved services, processes, or applications that meet customer and business objectives.
• Ensure effective and efficient adoption and adaptation of information technology as an enabler in operating processes.
• Investigate and determine root cause(s) of all SIO/NCR and KPI shortfalls.
• Understand and leverage success stories in KPI performance and facilitate the sharing of these success stories across all countries in the region.
• Lead internal efficiency and productivity initiatives.
• Support and actively participate in the customer acquisition process.

Process Management:

• Strategic process evaluation to identify business goals and objectives.
• Process analysis to review and evaluate the effectiveness of the current processes and operational performance issues.
• Support the design of efficient processes and strategies and present implementation recommendations.
• Technology support to define required technology upgrades or changes necessary to implement the new processes and approaches.
• Change management support to provide guidance on managing the impact of change and easing the transition to new processes.
• Operational performance support to design and deliver education to support process owners impacted by the change and quality control mechanisms to ensure process stability and capability.
• Coordinate studies of operational and performance data and identify opportunities to align business processes with information technology, documentation, physical and financial flows.

Implementation:

• Lead new customer/business implementation for the region.
• Develop implementation plan and timeline.
• Work closely with stakeholders to ensure seamless implementation and adherence to project milestones.

Training:

• Initiate training programs to ensure staff are qualified and comply with operational standards as agreed with customers.
• Organize, prepare, and support customer performance reviews.

Job Requirements:

• Degree in an Engineering discipline.
• Minimum 3 years direct working experience in a similar shipping industry.
• Candidates must have experience in Service Excellence, Process Engineering, Improvement & Implementation.
• Working hours: Mon - Fri (8.30am - 5.30pm).
• Hybrid working arrangement.
• Insurance is provided.

Qualified and interested candidates may apply online or email your updated resume to siti(at)talentrecruit.com.my . Only shortlisted candidates will be notified. #J-18808-Ljbffr