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