Senior Manager, Operation Excellence

Your Role

• Assessing current commercial processes and workflows to identify inefficiencies or bottlenecks.
• Mapping and documenting existing processes for clarity and transparency
• Analyzing operational data to inform recommendations for improvement
• Design customer-centric processes, using data to identify pain points along the customer journey, and cross-departmental collaboration via CS Forum to ensure best practices for both operational and customer-facing teams.
• Collaborating with cross-functional teams to design and implement process enhancements
• Facilitating training and workshops to ensure smooth adoption of new processes
• Monitoring the effectiveness of implemented changes using key performance indicators (KPIs)
• Process mapping and business process modeling expertise (using tools such as Visio, BPM software, or similar).
• Leading digital transformation across HK and GBA operations by driving change and fostering cross-functional teams toward operational excellence.
• Driving a culture of continuous improvement within the commercial team.
• Projects Support on transformation

To Succeed in this Role

• Bachelor degree in Information Technology, Computer Science or related field preferred.
• Minimum of 8 years of experience related to Telecommnication, IT Management or other information technology. At least 4 years of leadership role in a scalble company.
• Familiarity with process improvement methodologies such as Lean, Six Sigma (Green Belt or Black Belt certification preferred) or Design Thinking
• Enabler on Robotic Process Automation and AI Agent setup is an advantage
• Candidate with less experience will consider as Operation Excellence Manager