Assistant Manager On-Boarding Solution, Malaysia

May 15, 2017 noman imran 0

Job Description PURPOSE To plan and execute on-boarding activities for products and ISV in the digital marketplace. To create, map, integrate and provide solution for all Product and ISV on boarding to Marketplace Platform. This includes Business Process Mapping, Business Rules Creation, Customer Services and Experience End-to-End SOP, SLA to all related stakeholder in Marketplace Ecosystem. RESPONSIBILITIES Gather Product/ ISV requirements and translating it to implementable design. Works with the Product Owners to translate all on-boarding products to marketplace and BPO sales and service operations standards. .Works with the Internal Stakeholders in creation of SLA in order to meet Service Promise to end customers. Works with ISV and Product Owners to determine requirement for the following Scope Of Work: On-boarding Product Documentations Service Promise to End-customers for Customer Journey’s activities (Sales, Delivery/ Fulfillment, Services/ Assurance, Billing & Collection). Operations Processes for Support and Escalation, Target Performance and SLA Commitment Knowledge base Content On-boarding Training for VConnect Operations On-boarding Support for first 30 days. Reporting and Analytics Requirement 5. Responsible on the implementation Cost and Timeline. 6.Ensure sign-off COA (Certificate of Acceptance) from Operations and Stakeholder. REQUIREMENTS: Bachelor degree is required in any field. Experience in BPO / Solutions & Project Management for 2 years. Experience in Marketing, Business Development, Product Solutioning. Exceptional service and process orientation. Team player – able to work in a collaborative environment. Excellent interpersonal skills. Possess analytical, evaluative, and problem-solving abilities. Possess negotiation and conflict resolution skills. Solution development and design. Marketing and Campaign Management. Process mapping.

Technical Trainees, Malaysia

May 15, 2017 noman imran 0

Job Description Aged 21 years and above Able to communicate in English Able to do shift work Preferably with Diploma / Certificate in Mechanical, Electrical or Electric Discipline Fresh graduate are encouraged to apply Applicants with basic knowledge of Japanese language will be advantageuos Must bring along ORIGINAL certificates / testimonials Successful applicants will be employed by the Company and undergo an intensive training programme. The training period will be between 3 months and 1 year depending on the capability and performance of the employee. After the training period each and every employee will be assigned to an appropriate position within the Company depending on his aptitude and ability. Outstanding employees will be given an opportunity to go to Japan for training. BENEFITS Attractive wage remuneration will be offered. Free accommodation (hostel provided) Free transport (factory bus for designated routes) OR transport allowance will be paid Free lunch (on working days) Tea break with FREE biscuits, Milo, coffee…etc3 Overtime pay with free meal or meal allowance Free uniform 5 day-week Annual bonus (depending on performance) Reimbursement of actual toll incurred on working days Medical benefits Group hospital & surgical insurance Group personal accident insurance Clean working environment email to recruitment@nichia. com. my

Assistant Manager Training, Malaysia

May 15, 2017 noman imran 0

Job Description PURPOSE To plan, develop, organize and conduct effective hard and soft skill training programs to: Equip Customer Engagement Professional (CEP)/Service Desk Analyst (SDA) with product, process and system knowledge toward achieving customers’ satisfaction. Able to run external workshop to perform Demo and Mini-training session to introduce and promote product and usage to the end-customers. RESPONSIBILITIES 1.Training Management – Training materials -To develop, enhance and maintain effective training materials inclusive of Training Course Outline, Lesson Plan, Training Modules, Facilitator Guide, Handouts/Workbook, Slide Presentation and Assessment in line with product requirement. 2.Training Management – Training logistic -To prepare and organize training logistic so as to ensure all the participants are equipped with sufficient training facilities. 3.Training Needs Analysis -To conduct training needs analysis in order to gauge the level of competency and addresses actual gaps in the needed skills of CEPs/SDAs. -To perform training needs analysis on end-customers based on the product portfolio and marketing plan on the targeted market vertical and segment. 4.Training Delivery -To provide sufficient hard and soft skill trainings while ensuring the quality and consistency of the course content are being met so as to produce competent, knowledgeable and professional CEPs/SDAs towards total customer and employee satisfaction. -To provide product training and demo to end-users during marketing launches and road-show, in order to boost sales and usage. 5.Coaching -To provide coaching on hard and soft skills to CEPs/SDAs as part of improvement program in ensuring training effectiveness and efficiency. 6.Report Management -To prepare, analyze and consolidate training Assessment, Evaluation and Performance report on weekly and monthly basis in order to recommend corrective action for competency improvement. 7.Communication -To actively participate and discuss in operational/client meetings on process/policy and performance matters so as to ensure training materials are in-line with the services. 8.Teamwork & Staff Motivation -To provide guidance and motivation to CEPs/SDAs through trainings, coaching, exercises and campaigns in order to improve competencies and foster good relationship and development. REQUIREMENTS: Bachelor degree is required in related field. Certified Trainer. Experience in learning certifications. At least 5 years’ experience in Contact Centre Services environment,  Training,  Public Speaking & Sales. Creative, pleasant, energetic and proactive. Team player – able to work in a collaborative environment. Agile and flexible in meeting clients’ demands. Excellent interpersonal skills. Possess analytical, evaluative and problem-solving abilities. Exceptional service orientation. Ability to learn and adapt to new technologies. Critical, detail, self-managing and process oriented. Capability as a trainer for hard and soft skill. Capability to perform pre-sale engagement – product up-sell and cross-sell. Able to conduct training needs analysis. Have product knowledge. Proficient in MS Office applications.

Manager Quality Performance, Malaysia

May 15, 2017 noman imran 0

Job Description PURPOSE Responsible on Competency and Quality performance of VConnect Operations. To plan, manage, implement and control business operational quality performance of VConnect to achieve industry standards and benchmark. To spearhead improvement projects to facilitate quality and excellent customer experience. Responsible on mitigating all operational risks and compliance governance. RESPONSIBILITIES To craft tactical plans for all quality and customer experience performance and improvement based on business aspiration / target and requirement. Quality 1.To craft, plan, execute and monitor all quality and compliance activities required for VConnect Operations fulfilling service level performance and service promise to end-customers. 2.To provide all quality performance to VConnect operations at Services, Process and Individual level 3.To analyze and identify quality performance gap or opportunity for improvement. 4.To craft, implement and monitor all quality improvement project to elevate operations performance to meet industrial benchmark and business expectation. 5.Responsible on achievement of all Quality and Customer Experience metric set by business/ operations requirement. (i.e. Customer Satisfaction Index, Customer Effort / Promoter Index). Training 1.To perform training needs analysis for operations. 2.To craft, plan, execute and monitor all training and learning plan for VConnect, External Channels, and End-user customers (if needed). 3.To identify and administer certifications requirement for operations and ensure fulfillment of all competency requirement set by ISV, Partnership and Center certification requirement. 4.To govern and verify VConnect skill requirement resources and capability (competency and capacity). 5.To manage learning module and tools for Operation and external usage. REQUIREMENTS:  Bachelor degree is required in any field. Experience in managing certification (COPC/CIAC/ISO). Experience in learning certifications. Experience in BPO / Knowledge management environment, at least 5 years in related field. Experience in Training and Quality Management in Operations. Creative & Strong in research. Team player – able to work in a collaborative environment. Agile and flexible in meeting business’ demands. Excellent interpersonal skills. Possess analytical, evaluative, and problem-solving abilities. Exceptional service orientation. Ability to learn and adapt to new technologies. Critical, detail, self-managing and process oriented. Technology savvy. Creative Problem solving. Able to identify and provide suitable solution based on Product, Stakeholder, Business and Operational Requirement.

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