Responsibilities:

• Developing process enhancement strategies
• Conducts Process blueprinting to review existing processes and identify areas for improvement.
• Analyze 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 superior 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.

Job Requirements

• Tertiary education level

• At least 3 years working experience in Process Improvement/ Process Optimization
• Service Delivery or Customer Service experience (preferably)
• Excellent English communication
• Chinese communication (Read and Write) is preferable
• Any source of project management certification