In addition to general accountabilities of Senior Management-manage a team of Managers, this job provides guidance to Services Quality & Excellence workgroup on leading regional efforts to improve services quality in APAC. Develop reports and dashboards on key services performance indicators, perform periodical analysis of trends and issues, identify root causes, create business cases, and take charge of a portfolio of mission critical improvement initiatives.
Job Description
- Services Performance Planning and Measurement: Deep knowledge on operating models, service quality and customer experience drivers; define, develop, measure and monitor key performance indicators; collaborate with cross functional teams to establish quality goals, drive goals accomplishment; lead key performance indicators improvement.
- Services Analytics: Design and develop strategic methods for data collection and analysis; lead in the development of data models and evaluation metrics; explore and analyze data using statistical and visualization techniques; summarize and present findings and recommendations to business users and stakeholders in understandable and relevant ways; document and publish analyses properly.
- Services Quality Improvement: Lead investigations into product/process to identify high service quality impact opportunities and initiatives; build plans, form teams, ensure progress of work, identify and report success measures; serve as key liaison on cross- divisional service-related systems and issues; work as part of a global multi-disciplinary team responsible for service quality; direct improvement action plan; set up risk mitigation strategies to minimize or prevent potential risks.
- Quality Management System Promotion: Articulate the importance of services quality management system; capture and communicate business requirements and provide subject matter expertise; develop user training programs and plans; actively and openly demonstrate and promote the use of data, analytics, and technology, as well as the constant learning that that requires.
Requirements
- Master’s degree or equivalent in Statistics, Business Analytics, Actuarial Studies, or similar discipline. PHD degree preferred.
- Seven years of relevant work experience in engineering, data analytics or related, of which two (2) years are management experience.
- Six Sigma certification is considered an advantage.
- Applied analytical skills. Strong statistical knowledge, data modelling and visualization skills.
- Fluency in written and spoken English.
- Comprehensive understanding of fundamental business principles and problems.
