Business Process Training Officer

Position Summary:
We are seeking a proactive and experienced Business Process & Training Officer to optimize business processes enhance customer experience and drive datadriven decisionmaking. The ideal candidate will have a strong background in data analysis (Power BI Tableau SQL) customer experience techniques and training development within a facility management environment. Systems (QMS).

Key Responsibilities:

(A) Business Process Analysis & Optimization:

• Analyse and improve existing business processes to enhance operational efficiency and customer satisfaction.
• Identify gaps and recommend automation strategies to streamline workflows.
• Develop reports and dashboards to provide management with realtime business insights.

(B) Data Analysis & Reporting

• Extract clean and analyse data from various sources to identify trends patterns and opportunities for process improvement.
• Develop interactive Power BI/Tableau dashboards for data visualization and performance tracking.
• Generate reports on customer satisfaction service efficiency and training effectiveness.
• Conduct root cause analysis and recommend datadriven solutions for business challenges

(C) Customer Experience Enhancement

• Develop and implement strategies to improve the companys overall customer experience.
• Conduct customer satisfaction surveys and analyse feedback to identify areas for service improvement.
• Collaborate with internal teams to ensure customer needs are met effectively.
• Monitor service delivery metrics and recommend action plans for enhancing customer engagement.

(D) Training & Development

• Design and deliver training programs for employees on process improvement data analysis tools and customer service best practices.
• Develop training materials manuals and elearning content to enhance workforce skills.
• Conduct onboarding training for new employees and refresher sessions for existing staff.
• Assess training effectiveness and recommend improvements based on data insights.

Qualifications :

• Bachelors degree in Estate Management Facility Management Business Administration Engineering or a related field.
• Minimum of 2 years of experience in a similar role preferably in a facility management environment.
• Strong experience in developing training curricula and facilitating training programs.
• Demonstrated ability to evaluate business performance using scorecards and MBO frameworks.
• Proven experience in data analysis to drive performance improvement.
• Experience managing customer experience functions and maintaining QMS.
• Excellent organizational presentation and communication skills.
• Ability to build relationships with internal and external stakeholders.
• Excellent communication skills expressed both verbally and in writing.
• Sound report writing skills.
• Experience in the Facility Management industry is an added advantage.

Preferred Skills:

• Certification in Training and Development (e.g. CIPD ATD or equivalent) is an advantage.
• Knowledge of facility management industry standards and best practices.
• Familiarity with CRM and LMS systems is desirable.

Additional Information :

This is a unique opportunity to drive positive change and make a lasting impact. Join us now and be part of our mission to shape unforgettable customer experiences!

Note: Only shortlisted candidates will be contacted for further steps in the selection process.

Remote Work :

No

Employment Type :

Fulltime