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Regional Manager, Operations (Customer Service Training & Quality)

NinjaVan

NinjaVan

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Customer Service, Operations, Quality Assurance
Subang Jaya, Selangor, Malaysia
Posted on Friday, December 22, 2023
Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.
At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.
Our Regional Customer Service Training & Quality Manager manages the Customer Service department's regional learning products and operational processes. The incumbent sets the overall regional learning calendar, manages resources and oversees its overall administration and execution, as well as conducts ongoing assessments of products and services, considering take-up rates, learning delivery and participant feedback. The incumbent is also responsible for the regional level's management and development of the personnel involved in learning delivery, including vendors.

Responsibilities

  • Implement strategies to drive quality in the department
  • Optimize processes for improved customer experience
  • Review and establish COPC quality standards and agent scorecards
  • Oversee contact centre quality assurance programs
  • Establish standards governing customer interactions and implement monitoring programs.
  • Keeping up to date with all the latest information on CS best practices with regard to quality improvement
  • Evaluate, review and improve existing operational processes, system and policies
  • Oversee execution of the department's learning administration processes
  • Manage logistics and resource arrangements related to learning and training
  • Develop the department's learning calendar in line with business objectives and resource and demand analyses
  • Establish record and database management processes across the organisation
  • Manage department's enterprise risk management and mitigation plans
  • Oversee implementation of corporate governance regulations across the organisation
  • Oversee the implementation of business continuity strategies, policies and guidelines across the organisation
  • Establish processes to gather information on effectiveness of the organisation's products and services portfolio and address client feedback
  • Monitor performance of the organisation's products and services portfolio based on business objectives and performance standards
  • Drive cross-functional collaboration to facilitate development and implementation of products and services portfolio
  • Recommend enhancement opportunities across the organisation's products and services portfolio based on business objectives
  • Review department's research and innovations to assess potential for integration into the department's products and services portfolio

Requirements

  • Bachelor's degree in any field and COPC certified
  • Minimum 4-5 years of relevant Customer Service experience, with at least 3 years holding a leadership position
  • Exhibits knowledge in CRM systems (e.g. Salesforce, Zendesk)
  • Prior knowledge in ISO and training decks portfolio
  • Stakeholder management and excellent communication skills - able to act as a subject matter expert to all levels of stakeholders
  • Demonstrate fluency in English and local language, both written and spoken
  • Willingness to travel 20 – 30% of the time across South East Asia
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This job is no longer accepting applications

See open jobs at NinjaVan.