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Manager, Process Management

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Date: 12-May-2022

Location: StarHub Green

Company: StarHub Ltd

Job Summary

The Process Management Manager is responsible for the end-to-end evaluation, design, creation and delivery of process and knowledgebase creation, improvement and re-engineering activities aimed to improve overall customer satisfaction and operational efficiency.

 

Responsibilities

There are different areas of responsibility that this role will manage:

  • Process Management
    • Determines systems and process enhancements that result in decreased costs, increased customer satisfaction, and overall process efficiency improvements. 
    • Works with internal and external stakeholders in evaluating process models used to streamline workflows and improves customer experience. 
    • Reviews and approves documented customer-impacting processes for newly launched and existing products/services and drives the rapid delivery of targeted solutions to process transformation opportunities. 
    • Designs, implements, and evaluates end-to-end Process and Knowledge Management flow from point of creation to release and archiving.
  • Knowledge Management
    • Leads a team that manages the internal Knowledge Management System ensuring that it's constantly updated, reviewed, and evaluated.
    • Sets and implements a governance framework around content management
    • Proactively seek qualitative user feedback and quantitative data and utilize them to present and apply improvements.
  • UAT and System Support
    • Ensures quality & test advocacy, resource planning & management, and resolution of issues that impede the testing effort
    • Supports Operations and be the single point of contact for Information System in relation to CRM (Siebel or any other defined CRM system) issues
    • Manages defect incidents and ensure proper resolution through close collaboration with IS DevOps team.
  • Overall team management
    • Performs continuous review of demands of internal customers vis-à-vis team’s tasks and deliverables, aligns the responsibilities as needed and formulates strategies for execution.
    • Establishes systems and frameworks through which individual and team responsibilities are defined, measured, controlled, and performance appraised
    • Develops leadership and succession within the team.

Requirements

  • Certification as a Green Belt or Black Belt Lean or Six Sigma or equivalent experience required
  • Minimum 5 years working experience with at least 2 years in a process improvement role or its equivalent
  • Has a background in programme and project management
  • Experience working in an Agile/Scrum development process
  • Proven track record of delivering results in a fast-paced, high volume production operations environment in a leadership capacity - managing a broad and diverse scope of business processes
  • Management skills, including the ability to execute and prioritize several tasks/work streams simultaneously is required
  • Must be highly proficient in Excel, Visio, and PowerPoint with ability to create executive-level presentations
  • Strong business acumen and ability to interface with executive management
  • Detail oriented, highly organized, self-motivated, proactive, and able to plan and execute
  • Passionate in customer experience

 

*We regret that only shortlisted candidates will be notified.