Senior Specialist, Service Quality

Service Excellence:

• Ensure service quality and delivery performances by tracking SQ Management Dashboard (productivity, SQ issues, program implementation status, etc.)

• Successful collaboration with IT and other key business functions to develop, test, and successfully implement new and improved services, processes, or applications that meet customer and business objectives.

• Investigate and determine root cause(s) of all SIO/NCR and KPI shortfalls. Jointly develop sustainable corrective action plans with country operations, audit and evaluate effectiveness of corrective actions.

• Understand and leverage on success stories in KPI performance and facilitate the sharing of these success stories across all countries in the region.

• Perform internal service delivery audits and initiate quality improvement programs to achieve operations efficiency, effectiveness, adaptability, and profitability.

• Facilitates and provides technical and strategic support to achieve Asia Operations excellence initiatives.

Process Management:

• Strategic process evaluation to identify business goals and objectives; to define current processes and highlight the needs and areas to improve.

• Process analysis to review and evaluate the effectiveness of the current processes and operational performance issues.

• Work with key stakeholders to understand processes, root causes and outcomes. Create metrics and audit processes to ensure established goals are met and process improvements are sustained.

• Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to uncover core issues through direct observation, facts, and data. Study customer escalations and develop a deeper understanding of operation imperfections. Be sceptical when metrics and anecdote differ.

• Ensures Operation awareness of current ILS processes and procedures, and relevant company and authority regulatory requirements, which may impact the operation or department. Takes steps to ensure any changes are implemented.

• Document details of AS IS business processes, support the definition of TO BE processes, in line with the Asia target model and the local requirements.

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 complied with operational standards as agreed with customers.

• Organize, prepare, and support customer performance reviews.

• Bachelor’s degree

• Minimum of 3 years of experience in Logistics Service Excellence.

• Strong proficiency in all four English language skills (reading, writing, speaking, and listening).

• Advanced Excel skills are essential.

• Proven track record in service excellence and process management, with experience in implementing and optimizing logistics processes.

• Excellent problem-solving abilities and a positive attitude.

• Capacity to perform effectively under pressure.

• Detail-oriented, responsible, and adept with numbers, with strong teamwork skills.

• Knowledge of programming languages and expertise in VBA is preferred.