Associate Service Quality - BPO
DHL · Petaling Jaya
Overall Role Purpose
• Perform standard analytics and manage quality tools in the center on a day-to-day basis. Support all other Business Process Optimization (BPO) initiatives or solutions that add value to the service line.
Key activities
• Understanding the different processes used throughout Finance and HR operations locations in Asia Pacific.
• Identifying/ leveraging best practices already in use in the finance operations community.
• Designing practical and effective solutions to address improvement opportunities – both cost and performance.
• Successfully implement improvement initiatives with Finance and HR Business Partners
• Strive as a SME on process improvements/ standardization methodology
• Provide consultative services to both external Finance and HR Business Partners and internal support staff
• Ability to relate to cross-cultural processes and country sensitivities
• Responsible for process documentations (i.e. process maps)
Qualifications
• Qualified University Degree holder
Skills
• Root cause analysis and problem solving
• Simple data analysis
• Good all round communicator: written and oral
• Innovative and creative
• Good understanding of MS Office suite (Word, Excel and PowerPoint)
• Engaging with customers (internal/external)
• Experience in supporting a shared service centre (preferred)
• Able to work under pressure
• Able to multi-task
• Good discipline in performing standard procedures
• Finance / Accounting / Business Administration
• IT knowledge will be an advantage