ASEAN Productivity Specialist

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Purpose of the role

BSI is driving a transformation of its ASEAN Service Delivery Hub to enhance standardization, efficiency and customer service quality. To support this initiative, we are hiring a Productivity Specialist to coordinate standardization efforts, implement digital tools and drive change management.

This role will play a key part in driving the transformation program, ongoing optimization and continuous improvement to ensure efficiency and excellence in service delivery.

Key responsibilities and accountabilities

1. ASEAN Service Delivery Hub Standardization & SOP Development
   
   • Oversee the full implementation of the Service Delivery Hub transformation plan.
     
   • Establish SOPs for all key service delivery functions, ensuring consistency across ASEAN.
     
   • Develop and maintain knowledge repository, ensuring training is completed for smooth knowledge transfer and team alignment.
     
   • Support ASEAN Service Delivery Team in adapting to function-based roles.
     
2. Digital Enablement & Power BI Implementation
   
   • Design and launch Power BI tracking tools to monitor team efficiency, project effectiveness and operational and VOC performance.
     
   • Automate current reporting processes to reduce manual workload, provide operational insights and support optimization decisions.
     
3. Change Management & Proactive Client Engagement
   
   • Support in implementing the customer care strategy and training program to help the team to enhance proactive customer communication.
     
   • Design and launch an updated VOC tracking, driving improvements in NPS scores and other customer satisfaction metrics.
     
   • Ensure change management efforts minimize disruption to service delivery while maintaining operational efficiency.
     
4. Continuous Improvement & Optimization
   
   • Identify ongoing improvement and optimization opportunities.
     
   • Develop a continuous improvement framework, assessing process efficiency, team performance and VOC.
     
   • Refine Power BI dashboards and data analytics to support decision-making and future process refinements.
     

Key Performance Indicators

• Full implementation of Service Delivery Hub transformation plan in 2025.
  
• SOPs established and adopted across all ASEAN service delivery functions.
  
• Knowledge repository completed and all staff trained to ensure smooth knowledge transfer.
  
• Power BI tracking launched, reducing manual reporting and enabling operational insights.
  
• Training programs implemented for proactive client engagement.
  
• Improved VOC tracking, NPS scores, customer satisfaction and reduced customer attrition.
  
• Ongoing process improvements and optimization efforts identified and executed.
  

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.