Operational Improvement Specialist- China Region

Your role at Exness:

An Operational Improvement Specialist is a professional focused on enhancing customer support department operational efficiency and effectiveness, workload reduction, as well as providing regional support and coaching. This role involves analyzing and evaluating existing client handling processes, identifying areas for improvement, and implementing strategies to optimize workflows. Operational Improvement Specialists work closely with cross-functional teams, utilizing analytical and problem-solving skills to drive positive changes for the customer support department. Simultaneously, they meticulously create and update internal support manuals, and procedures to enhance the efficiency of customer support services.

You will:

Busines Process Improvement:

• CS Initiatives: Responsible for productising key support processes.
• Work with the Business Improvement Managers on all CS Initiatives: Productizing of Key Support Processes, Ai Automations, Asynchronous Operations, Voice of Client (VOC), 
• Work collaboratively with Business Improvement Managers (BIM) to align improvement initiatives, and support BIM in preparing business requirements for these initiatives.
• Identify areas for improvement in the client handling process, and implement automation to streamline operations and minimize customer interactions.
• Engage in User Acceptance Testing (UAT), offer constructive feedback to the product team, and strive to resolve anticipated potential client complaints.
• Gather, classify and analyse data needed by cross-functional teams, on client interactions from Tableau, Salesforce and other systems to create the business requirements.
• Oversee customer Idea Portal as moderators, advocate for customer-centric decision-making, ensuring that the voice of the customer is heard and delivered to relevant teams.  

Regional Operational Improvement:

• Focus on regional operational improvement to enhance team efficiency and performance. The efficiency here could be manpower efficiency, case resolution efficiency, process efficiency, etc. 
• Identify operational gaps within the regional team, provide analytical data, and suggest potential solutions to regional team leads for them to take action and drive improvement.

Customer Service:

• Create professional response templates for urgent or incident cases. Create and maintain professional email/ chat regional language templates in Confluence/Salesforce.
• Responsible for Regional and Global Support Manuals in the CIB Confluence space, to manage manuals for handling clients, or using new products and features.
• Work with regional trainers on brainstorming or creating educational materials for internal employees before any new product/service release. 
• Facilitate weekly or bi-weekly regional briefing sessions to keep regional team members informed about the latest platform updates. 
• Handle translation tasks / proofreading tasks when needed.
• As an option, engage in live chat observations. This approach ensures operational improvement specialists maintain a direct client touch while staying updated on market trends.

What makes you a great fit:

• Experience in the Customer Support team
• Excellent communication skills, both English and native language, crucial for collaborating with different teams, presenting findings, and facilitating discussions on process improvements.
• Excellent company product knowledge and familiarity with the intricacies of company Customer Support operations, encompassing processes, systems, and team dynamics.
• Strong analytical and problem-solving skills.
• Initiative and proactivity.
• Accountability and ownership.
• Understanding priorities and the bigger picture.

Your journey after applying:

1. TA Interview 
2. Test Task (1 week)
3. Final Interview with the team

Deadline to apply: 4 July, 12am MYT