Job Description
Process Design & Standardization - to ensure all old and new processes are aligned across 6 ventures, whilst making sure L1-agents have sufficient information & correct SOP(s) to complete day to day task.

Responsibilities:
-Developing process enhancement strategies.
-Conducts Process blueprinting to review existing processes and identify areas for improvement.
-Analyse performance metrics and operational data to identify opportunities, develop action plans, and implement process improvements.
-Develop and implement process changes to guide the Customer Care Specialist to deliver customer experience and to improve operational efficiency.
-Develop process workflow and design for new products, systems and services.
-Oversee implementation of new business processes
-Monitor and measure the impact of new Process and Improved Process rolled out to ensure achievement of desired outcome.
-Maintain and update all the process related reports and documentation for reference purposes.
-Develop in-depth knowledge of Lazada’s products, services and systems used by customers (buyers and sellers) and Customer Care team.
-Assist in promoting the implementation of best practices.
-Recommend innovative business and technical solutions to improve operational effectiveness.
-Process benchmarking and establishing norms and standard of processes - Process Standardization and alignment for six (6) ventures.
-Organize and maintain data assets in the Xspace (internal system).
-Design and ensure Process completeness within Xspace (internal system)
-Able to Cascade process knowledge to Operations & ensuring knowledge transfer

Job Requirements
-Tertiary education level
-Process Improvement/ Process Optimization
- Minimal Training experience for Process cascade & Process compliance
-Service Delivery or Customer Service experience (preferably)
-English (Must Have)
-Chinese (Read and Write) - preferable
-Any source of project management certification
-Operational Alignment: Ability to align training initiatives with business objectives and performance targets to support operational success, including new process cascades/updates and compliance tracking.
Competency:
- Training Delivery Expertise: Experience in facilitating training programs, including new hires onboarding and cascading new process, system feature to existing BPO agents. Adjusts training approaches and materials based on learner needs, feedback, and changing business requirements.
- LMS Administration Skills: Proficiency in managing Learning Management Systems (LMS), including course content management, tracking progress, and generating reports.
- Performance Evaluation: Competency in assessing agent performance using tools such as assessments, playbook observations, and targeted feedback sessions.