We have exciting opportunity for a Process Manager to join us in Hong Kong
Responsibilities:
- Design the User Journey Map and E2E Process Flows. Lead workshops
- Plan and execute co-creation workshops and/or interviews with stakeholders to produce the process and experience designs
- Understands digitization and customer experience strategies and apply them appropriately to optimize processes and user journeys
- Identify areas of inefficiency or user pain points and recommend business process optimization and/or CX interventions
- Produce documentation at varying levels to describe the business processes
- Contribute to building the framework and catalogue of business processes
Required skills:
- Minimum 8 years experience as a Lead Business Analyst or Process Lead
- Must be a good facilitator and interviewer, and have excellent communication skills
- Empathetic, curious and able to adapt communication style depending on the context
- Ability to relate/translate business and CX objectives to the process design
- Experience using BPMN and BPMN tools to document and develop business processes
- Experience using user-focused design techniques such as Design Thinking, Service Design, User Journey Mapping etc.
- Knowledge of sales, CRM and fulfilment business domains, preferably in a Telecoms industry context
- Capable of working at different levels of granularity – equally able to see the big picture and analyse at a detailed level where required