工作年限:
十年以上

所属部门:
蚂蚁金服

学 历:
本科

招聘人数:
若干

岗位描述:
【General Summary】
The OE director will support the implementation of the Global Merchant Management strategy to support service excellence and add value to business growth in line with the International Business Group strategy by working with the operation leaders and cross function peers to facilitate the executions.

The leader will be responsible for delivering the operational efficiency with the focus on key priorities as well as take a lead to improve ways of working with internal and external stakeholders.

The job holder will work with merchant management operation leaders to ensure the operation and service is effective and proactive through guidance from digitalized tool, system and analysis; and well design process to support operation efficiency. The role will be accountable for building an effective connection and network to all functions through alignment of delivering global strategic objectives and key priorities.

【SPECIFIC DUTIES】
– Support Leader of Global Merchant Management to build and develop an operational roadmap for each operation team with clear objective, individual accountabilities and process
– Lead and manage the deployment of digitalized operation systems, tools and processes to enable and support deployment of Global Merchant Management strategy.
– Lead the implementation, and continuous improvement, of performance tracking, data analysis, quality assurance to support operation leaders to manage performance against objective
– Work closely with operation leaders to well manage workforce planning and real time workforce allocation
– Lead the implementation of training and knowledge management in Global Merchant Management team to ensure teammates development capable to support merchants and partners.
– Act in a manner consistent with the Alipay value by leading through our values, building enduring capability, energizing people and maximizing value in both short and long term commitments.
– Act as a response team member for crisis / continuity management, with accountabilities consistent with relevant response plans and as assigned by the response leader.

岗位要求:
【Job Requirements】
– Proven track records of operational excellence leadership work is preferred.
– Ability and experience on system setup and digitalization/intelligence practice
– Ability to work with diverse teams in multiple locations.
– Enjoy working in multicultural, fast-pacing environment, good judgment of importance, priority and emergency
– Creative thinking toward efficiency and effectiveness opportunities
– High energy level. Be able to manage multiple tasks and initiatives simultaneously;
– Fluent in written and spoken English and Mandarin
– Ability to adhere to the highest ethical standards including honesty, integrity, dedication and leadership ability to maintain highly confidential information.

【Basic Qualifications】
– Bachelor Degree or education equivalent
– 12+ years of general experience in one or more of the following areas: call centers, sales, operation, customer service, operational excellence, quality assurance, planning, statistical analysis, project and process management
– 8+ years of direct experience in sales operation, customer service related fields; operational excellent experience valued
– Experience in an international company is a plus