Senior Operations and Innovation Manager - Thai

Responsibilities:

• Responsible for Operational Excellence initiatives for the Clients in the E-Com (MOD & CS) and Global Payment (Risk Ops & CCO) verticals

• Define and execute value generation roadmaps leading to large meaningful impact to Clients and TP

• Enhance User experience in the E-Commerce and Global Payments space by continuously improving on products that are serviced

• Identifying Automation opportunities that can be implemented with full stakeholder buy-in

• Creating an ongoing pipeline of ideas in the dynamic space of Trust & Safety and Global Payments, delivering value for the clients

• Proactively identify opportunities, solve problems, and guide operational excellence, site transformational efforts to implementation

• Develop and provide statistical analysis utilizing control charts to assess process capability

• Actively drive the development and sharing of best practices, lessons learnt in cross process team improvements

• Provide LEAN and 6-sigma expertise in problem solving; identify and lead projects with teams

• Coach, mentor, and work with all colleagues in the execution of multiple projects simultaneously

• Continuously challenge the status-quo by encouraging innovation and calculated risk taking

• Serve as a process team SME for Innovation; conduct workshop in instilling the culture of ideation, innovation, and transformation

• Monitor Process performance to determine key opportunity areas to continuously improve performance

Requirements:

• Fluent in Thai

• Experience in driving/ participation in driving large transformation and innovative scalable solutions within the Trust & Safety / Ecommerce Content Moderation / CS / Risk Ops / Payments CE teams

• Minimum of 4-5 years of experience in leading Business Excellence, Innovation, Transformation in Business Process Outsourcing

• Patience, understanding and resilience when managing complex situations and competing priorities

• Bachelor's degree from recognized university

• Data visualization experience to provide insights and able to succinctly articulate value

• Experience with designing experiments, tools and measures, establishing hypotheses and leading projects from end to end

Preferred Requirements

• Experience in Innovating & delivering value in the Trust & Safety / Ecommerce MOD & CS / Risk Ops / Payments CE space

• Experience in tool development and deployment in the above space

• Experienced and certified in Six Sigma – Green Belt / Black Belt Methodology, PMP certification

• Excellent communication and client management skills, presentation abilities and stakeholder management

• Proven ability to work independently

• Ability to be flexible and work creatively and analytically in a problem-solving environment

• Creative thinking/innovative mind-set

• Project delivery – timeline and milestone management, Stakeholder relationship management

• Ability to engage senior client management on offerings, emerging issues in focus

• Demonstrated ability to interface with multiple levels of management