Role Introduction
Reports to: Customer Contact Knowledge Management Lead
This position is responsible for supporting the design, implementation, and optimization of Customer Care related processes using Design Thinking and Lean Six Sigma methodologies. This role involves leading a team of process architects and collaborating with various departments to ensure processes are efficient, effective, and aligned with organizational goals.
Key Responsibilities
- Operations Streamlining: Responsible for overall project planning, monitoring, tracking of milestones, managing timelines, identifying and assessing possible risks and look for mitigations
- Leadership: Lead and mentor a team of process architects, ensure reviews and processes designed are aligned with Customer Care objectives
- Customer Journey Orchestration: Develop customer-centric journeys. Utilize Design Thinking principles to empathize with stakeholders, define problems, ideate solutions, prototype, and test processes. Apply Lean Six Sigma methodologies to eliminate waste and improve process efficiency
- Leveraging Technology: identify process automation opportunities and self-service solutions. Leverage various automation technologies and software solutions in process streamlining
- Documentation: Oversee and support the process architects to create and maintain detailed process documentation, including flowcharts, process maps, and work closely with Knowledge Management Team to ensure standard operating procedures are in place
- Collaboration: Coordinate cross-functional and cross-departmental collaborations, ensure effective communications and collaboration between process architects and internal/external stakeholders and track progress
- Progress update: Report progress and challenges to managements, proactively seek for managements’ support whenever needed
- Performance Monitoring: Monitor process performance using Lean Six Sigma metrics and implement changes as needed to improve outcomes
- Compliance: Ensure all processes comply with relevant regulations and standards
Requirements
- Minimum 5 years contact centre operations experience, preferably in a leadership capacity
- A degree from a recognized university or college is required
- Previous experience in managing projects is preferred; sound knowledge of CCD related procedures and processes; strong understanding of design thinking principles
- Familiarity with lean methodologies and agile development processes
- Team player with strong communication & interpersonal skills
- Excellent command of both spoken and written English and Chinese (Cantonese and Mandarin)
- Ability to work independently under pressure to meet tight timeline
- Ability to work collaboratively across internal departments and external vendors
- Detailed minded, strong analytical abilities, planning and organization, critical thinking skills
- Strong communication, influencing and negotiation skill
Personal & Application Information
Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.
