Process Manager

Roles and responsibilities

Responsibilities

1、Responsible for the optimisation of Keeta Saudi Arabia's merchant onboarding process, the optimisation of the experience process and risk management of the forward and reverse transaction chain;

2、experience process optimization: ① build and continue to iterate customer satisfaction system: in-depth full research and understanding of the business situation, optimize the merchant customer service handling processes and rules of responsibility, reduce operational risks and customer complaints; ② management and promotion of service improvement related projects: comb merchant customer service docking process, from different scenarios to identify the key issues in the customer service to undertake to take the initiative to promote the establishment of special mechanisms to improve efficiency Enhance the processing efficiency ③ Handle and sort out the risk of customer complaints and out-of-process customer complaints and other issues: the ability to locate the key issues from all types of risks and customer complaints from a business perspective, through the development and iteration of the relevant process mechanisms, empowering the business team to enhance the service capabilities.

3、order process optimization: ① responsible for the design and operation of the whole process and chain of the merchant order, from the perspective of the merchant, BD perspective, production and transportation perspective to continue to improve the workflow, the implementation of the norms, and to promote the programme to the ground and iterative; ② into the various aspects of the business line, in-depth understanding of the pain points of the orders, sort out the problems in an orderly manner, actively provide improvement suggestions to the business team and promote the execution of demand projects.

Desired candidate profile

Requirements

1. Good service operation and experience improvement consciousness, strong logical analysis ability, strong insight thinking, able to through or research or data insight problems;.

2. Strong horizontal communication skills, cross-functional project management capabilities, from goal setting to implementation of landing a complete closed-loop management experience;

3. Have a strong sense of purpose and take the results consciousness, have the spirit of exploration self-driven, with toughness;

4. Familiar with the design of service satisfaction, research methods, analysis and evaluation of results and continuous iteration experience; 5. Good listening, speaking, reading and writing skills in English and Chinese.