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Implementation Manager (Customer Experience and Operational Excellence)

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Date: 16-Feb-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
EducationRequired:See Job Description
Experience Required:See Job Description
Relocation Provided:

Role Overview

The Implementation Manager is responsible for leading improvement projects supporting customer experience and operational excellence, and with that for effective processing and analyses of complaint handling proceses and customer surveys by involved staff. The role will ensure we will gain valuable insight in our customer and operational results and will project manage to fix root cause issues working with internal and external stakeholders.


The Implementation Manager is responsible for leading the delivery of internal improvement projects from project initiation to transition to operations in turn ensuring all projects are delivered on time and within budget and meet the desired business objectives. The Implementation Manager will also be responsible for the delivery of operational and customer Business Intelligence information, analytics platforms, and various solutions to clients and staff.


Key Responsibilities:

  1. Coordinate, communicate and champion internal resources and third parties/vendors for the flawless execution of improvement projects ,and manage the relationship with the client (Internal/External) and all stakeholders
  2. Ensure that improvement projects are delivered on-time, within scope and within budget
  3. Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility and develop a detailed project plan to monitor and track progress on all projects.
  4. Manage changes and measure performance of the project scope, project schedule and project costs using appropriate verification techniques and perform risk management to minimize risk
  5. Review & analyse data to provide Senior Leadership  with relevant information/statistics, including the identification and reporting of process failures, to support the overall delivery of projects.
  6. Deal with complex queries and build relationships with internal/external clients, as appropriate, including support for resolution of customer service problems.
  7. Responsible for leading the strategic design and maintenance of business intelligence applications.
  8. Coordinate Customer Surveys in Area on monthly basis.  Analyse results from Group wide Survey campaigns to provide insights and actions to improve scores.
  9. Lead the Complaint Handling process working with the local Case Handlers and investigators to ensure that the process is effectively managed, project managing resolution of complex complaints and providng analyses on complaint meta data to management.
  10. Lead the delivery of improvement initiatives identified in Customer Journey Mapping Projects with the active support of resources from the local teams.
  11. Monitor and coordinate to ensure that customer complaints are resolved in a timely and efficient manner and in line with SLAs.
  12. Lead the Area customer improvement prioritisation activities arranging prioritisation workshops, driving forwards actions and ensuring the benefits for customers is realised.
  13. Allign best practises in Customer Experience improvements and Operational Excellence improvements with other area’s ensuring we learn from each other
  14. Maintain Area level dashboards measuring agreed performance aligned with Group against key KPI's related to service delivery, back office performance etc, coordinate with dept and function managers to understand performance, provide overall analysis and management information into relevant forums to support the establishment and maintenance of high standards of Customer Experience.



Job Requirements

  • Proven working experience in project management with track record of success.
  • Demonstrated experience with Project Management Software (i.e. Microsoft Project, Teamwork, Trello, etc.)
  • Demonstrated experience with Business Intelligence tools (i.e. Power BI, OBIEE, PowerPivot, )
  • High level of organisational skills with proven ability to establish and articulate a vision, set goals, develop and execute strategies, and track and measure results.
  • Excellent client-facing and internal communication skills
  • Experience in CX improvemement journeys and Lean Six Sigma projects.
  • Experience in facilitating workshops, training
  • Ability to influence at a senior level.
  • Excellent written and oral communication skills.
  • Good interpersonal skills
  • Ability to multitask, organise work effectively and meet deadlines.
  • Ability to work effectively as part of a team and with a wide range of people.


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