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Implementation Manager (Customer Experience and Operational Excellence)

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Date: 11-Aug-2019

Location: Kuala Lumpur, MY

Company: Lloyds Register

Job ID:27678
Location:Kuala Lumpur : Naza Tower : Plat (LR_L000213)
Position Category:Administration/Business Support
Department:MY765004 : KLR-MGMT SYSTEMS (MY765004)
Position Type:Employee Regular
Education Required: Degree or business qualification
Experience Required: Must have experience in CX improvement journeys

Role Overview
The Customer Experience and Operational Excellence Manager is responsible for leading the delivery of internal improvement projects from initiation to establishment of new processes transitioned to operations, ensuring all projects are delivered on time and within budget to meet the desired business objectives.

The role is key to gain valuable insight into our customer journey and operational results identifying root cause issues and implementing workable solutions together with internal and external stakeholders.



Key Responsibilities:

  1. Lead the Complaint Handling process working with the local Case Handlers and investigators to ensure that the process is managed effectively
  2. Lead the delivery of improvement initiatives identified in Customer Journey Mapping Projects with the active support of local teams
  3. Aggregate, synthetise and provide analysis on complaint meta data to management
  4. Lead the Area customer improvement prioritisation activities arranging prioritisation workshops, driving forward actions and ensuring the benefits for customers is realised
  5. Align best practises in Customer Experience improvements and Operational Excellence improvements with other Areas, ensuring Group wide learnings are disseminated
  6. Maintain Area level dashboards measuring performance vs. Group against key KPI's, adopting best practice and proposing remediating action to solve specific issues or under performance
  7. Coordinate Customer Surveys in Area on a monthly basis.  Analyse results from Group wide Survey campaigns to provide insights and actions to improve NPS scores and customer satisfaction
  8. Deal with complex queries and build relationships with internal/external clients, as appropriate, including support for resolution of customer service problems.
  9. Review & analyse data to provide Senior Leadership with relevant information/statistics for decision-making, including the identification and reporting of process failures and opportunities for improvement
  10. Responsible for leading the specifications, design and maintenance of business intelligence applications.
  11. Manage changes and measure performance of the project scope, remit and schedule, as well as costs using appropriate monitoring techniques and risk management tools



Job Requirements

  • Degree or business qualification, or several years’ experience in a client experience/success role
  • Must have experience in CX improvement journeys
  • High level of organisational and analytical skills, with proven ability to identify issues, develop, propose and execute solutions, track and measure results.
  • Demonstrated experience with Business Intelligence tools (i.e. Microsoft Excel, Power BI, OBIEE, PowerPivot)
  • Ability to influence at a senior level.
  • Experience in facilitating internal workshops, training, bringing other people on-board
  • Proven working experience in managing improvement projects with track record of success.
  • Demonstrated experience with Project Management Software (i.e. Microsoft Project, Teamwork, Trello, etc.)
  • Excellent client-facing and internal communication skills
  • Excellent written and oral communication skills.
  • Good interpersonal skills, able to influence other stakeholders into action
  • Ability to multitask, organise work effectively and meet deadlines.
  • Ability to work effectively as part of a team and with a diverse range of people.



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