Continues Improvement - Indonesia

Continues Improvement 1.JOB PURPOSE

To continuously improve BSS policy and procedure as well as its personnel skill and knowledge, in order to maximize customer service quality.

To Coordinate BSS personnel to interface with customers

2.KEY RESPONSIBILITES

1. Coordinate with BSS Head, tower leads, and service management lead for developing and implementing new policy and procedure to improve customer service

2. Coordinate knowledge management and Continuous Improvement activities

3. Build up and update the knowledge database

4. Develop training or communication material and deliver training or communication to the service delivery teams

5. Review the centre processes and identify, plan, coordinate and manage improvement initiatives

6. Coordinate activities to ensure all BSS personnel are equipped with skill and knowledge to perform their daily activities

7. Measure services and develop service management report

8. Develop and implement communication method and tools

9. Develop internal communication material for policy and procedure updates

10. Plan and develop regular customer satisfaction survey and create a root cause analysis based on that survey

11. Provide regular Help Desk reporting and Help Desk process management

12. Coordinate BSS people for manning Help Desk

13. Monitor and review Help Desk procedure and Tools for Help Desk performance improvement

3.DIMENSION

Financial

Non-Financial:

- Number of direct subordinate: 0 person

- Number of indirect subordinate: 0 person

4.WORKING RELATION

Internal:

BSS Head, Tower leads, Service Management Lead for policy, procedure, skill and knowledge improvement
Tower Leads to coordinate the Help Desk activities
IT for monitoring Help Desk Tools and performance inprovement

External:

N/A

5.WORK CHALLENGE

Continuously think ahead to improve the overall performance of BSS Organization
Balance the interest of BSS and Customers to improve the performance
Strong capability in Business Case assessment
Propose initiatives to increase Help Desk performance

6.AUTHORITY

1. Propose policy and procedure enhancement

2. Propose training plan for BSS personnel

7.JOB SPECIFICATION

Formal Education & Experience:

-- Bachelor Degree in Accounting/Management, preferably from a reputable local university

-- Have been in the same field with supervisory responsibility for at least 2 years

Soft competencies:

Customer oriented
Communication skill
Detail oriented
Monitoring and controlling
Innovative