Service Excellence Manager

MAIN RESPONSIBILITIES

PROJECT MANAGEMENT

Collect yearly project requirement and project prioritization with specify service line;
Coordinate the project objective and business case validation with service line key users before project kick off
Co-lead project implement with service line and key users according to project objective and project timeline
Postmortem analysis and productivity tracking of project delivery
Collect system operation issue and work with technical team for resolution or build into system enhancement plan;
Capex rolling forecast and control
CONTINOUS IMPROVEMENT

Promote continuous improvement mindset and drive initiatives for efficiency/compliance and benchmark internally/externally.
Collect and introduce new technology and standardize processes, aligning with global roadmap for the service lines
Monitor the project delivery comparing with target SLA/RSLA/KPI of the service line
Facilitate Lean Six Sigma training and drive continuous improvement initiatives within DBS community via Yellow/ Green Belt program.
Monitoring and tracking delivery of value-add projects and efficiency projects.