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Workflow Support & Change Analyst

Job Title: Workflow Support & Change Analyst
Contract Type: Contract
Location: Singapore
Industry:
Salary: Negotiable
Reference: 214084_1623321000
Contact Name: Hannah Ariffin
Contact Email: hannah.ariffin@peoplebank.asia
Job Published: June 10, 2021 18:30

Job Description

Our Client
Well known social media company

The Opportunity
Our client uses a vast range of customer relationship tools in order to connect with clients. Given the fast-paced environment they operate in, these tools require constant updating and improving.

  • Provisioning Management
  • Manage the internal and external resource provisioning of tools and systems including onboarding/off-boarding
  • Conduct Salesforce provisioning audits and ensure attributes are accurately updated
  • Task Management
  • Monitor real time issue occurrence and resolution of the existing tools and processes
  • Resolve tooling and systems issues, triaging tasks as required for cases requiring cross-functional team support
  • Quantify impact of requests to engineering teams, utilizing technology and best practices
  • Ensure the issues are escalated and resolved within the service levels defined by severity
  • Process Enablement
  • Manage the documentation of sales and enablement processes
  • Liaise with global and regional stakeholders to ensure all the vendor operational manuals are updated
  • Ensure all changes are properly documented, follow the change management process and are communicated to all stakeholders
  • Support in the deployment of multiple tech projects across programs, including on-site coordination, implementation, as well as user testing and troubleshooting
  • Change Management
  • Support in driving change readiness across programs in close collaboration with Leadership and Program Managers to ensure timely and successful deployment of change initiatives
  • Escalate to internal stakeholders any unplanned changes and ensures continuity of operations
  • Measures and documents the impact, performance, or adoption of deployed change initiatives
  • Reports status of change deployment and success criteria to Program Managers
  • Support the change communications across programs


Your Background

This role will help with the administration and configuration of internal systems to ensure the SLAs and metrics of the program are maintained.

  • Bachelor's degree in relevant field or equivalent experience required.
  • 2+ years' experience with call center operations and CRM administration
  • Task-triaging experience preferred
  • Basic programming knowledge is a plus (SQL, Tableau etc.)
  • Proven ability to manage multiple projects and stakeholders concurrently through to successful implementation in an operational environment
  • Excellent organizational skills and detail-oriented approach to problem solving
  • Demonstrated proficiency in multi-tasking and prioritization
  • Comfortable with ambiguity and thrives in a fast-paced, dynamic environment
  • Experience working with internal/ external stakeholders in multiple geographic regions
  • Able to adapt quickly to changes in processes, tools, systems, and programs
  • Excellent written and verbal communication skills
  • Able to communicate effectively with all levels of management
  • Passion for operational excellence and commitment to sales productivity

Interested parties please click "Apply Now" or send your CV directly to Hannah Ariffin (EA Reg no: R1984070) at hannah.ariffin@peoplebank.asia.

Peoplebank Singapore Pte Ltd, EA Licence Number: 08C5248.