PMAX Global
  • 15-Aug-2017 to 14-Dec-2019 (PST)
  • PMX Operations
  • Cebu City, PHL
  • Full Time

The Process Optimization Specialist (POS) is responsible for the thorough and accurate documentation of all processes from client. The POS is responsible for making sure all questions are answered in the process documentation and that the process document provides all the necessary information for the smooth implementation of the process in the PMAXGlobal site.

  1. Coordinate with counterparts in different locations to understand their needs and properly document and map required processes.
  2. Develop/identify/recommend tools/methods/best practices to drive seamless transitions from the different client locations while reducing transition costs and timelines.
  3. Ensure clarity on performance standards and established SLAs.
  4. Recommend SLAs as appropriate. Negotiate with location counterparts on SLAs so as to ensure that the quality of deliverables  are achievable with respect to timelines and costs.
  5. Develop/conceptualize a project plan clearly outlining the infrastructure, timelines and phases of the project:
    • Layout the transition timeline
    • Prepare required documents to confirm completion of the transition
    • Follow up on the team regularly after transition, to confirm that the process has been effectively transitioned.
    • Update the process documentation as required and make sure the changes are communicated to the appropriate teams and that training is conducted accordingly.
  6. Handhold the process from the time the process is confirmed, through the pilot phase, until the process becomes productive.
  7. Ensure that during the process migration, every phase of the methodology is strictly followed with no omissions.
  8. Conduct regular meetings and review sessions to ensure all concerned parties are informed.
  9. Act as the point of contact for the counterparts and maintain a healthy professional relationship by answering queries, solving problems and reviewing performance of the process.
  10. Assist the Human Resources Department with recruitment by offering a client perspective of the processes and the required skills et.
  11. Conduct timely meetings to ensure open communication and devise an action plan to address issues / concerns raised.
  12. Respond and resolve issues arising out of work or from within the team or across departments that may have a bearing on team effectiveness
  13. Work with different teams and the management to implement continuous improvement efforts on the processes.
  14. Work with operations heads and other key positions to articulate the requirements.
  15. Write manuals to document specifics of SLAs / KPIs and other detaisl in order to maintain record of all transactions.
  16. Other related duties may be assigned from time to time.

 

PMAX Global
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