Lead, Operation Performance & Project Management, Wholesale

About You

You are a highly motivated and results-oriented lead to drive operational excellence initiatives across our Wholesale business. This role requires a combination of technical expertise, strategic thinking, and strong leadership skills. You will be responsible for identifying and implementing process improvements, promoting a culture of continuous improvement, and leading the team towards achieving significant efficiency gains and cost reductions.

Your Day-to-Day

1. Achieve a quantifiable reduction in [metric] within [timeframe] through process improvements.
2. Implement international standard certifications for DSCs.
3. Foster a culture of continuous improvement across the organization.
4. Close the gap between Wholesale and other internal departments (CCL, Retail, Logistics).

Project Management:

1. Drive specific projects, focusing on root cause analysis, solution development, project deliverables creation (business cases, milestones, KPIs, plans, budgets, etc.), and implementation support.
2. Collaborate with regional teams and change agents to define implementation roadmaps and ensure successful project execution.
3. Perform diagnostics of diverse business challenges, identify root causes, and support plan implementation.
4. Perform large and complex analyses and support colleagues in analytical work.

Process Improvement:

1. Lead cross-functional teams to identify and implement process improvements, targeting specific, measurable reductions in key metrics.
2. Conduct business process mapping and analysis to identify areas for improvement.
3. Partner with the leadership team to select improvement areas, build robust improvement strategies, and integrate recommendations with other programs and initiatives.
4. Utilize data analysis, business intelligence, and forecasting tools to identify and address potential operational challenges.
5. Champion the organization's pursuit of international standard certifications for DSCs.
6. Lead and manage the improvement of SOPs, documentation, process flows, and work instructions for operations.
7. Focus on standardizing all activities within the scope of work.
8. Work with strict project management standards in project definition and execution.

Performance Management:

1. Track and report on the progress and impact of strategic initiatives, including business/process improvement across all areas.
2. Monitor key data metrics to identify potential issues and forecast future challenges.
3. Proactively work to close the gap between Wholesale and other internal departments.
4. Instill a culture of continuous improvement within teams.
5. Implement a strong performance management culture, setting clear expectations, providing coaching and feedback, and linking performance with incentives.

Your Know-How

Essential Skills:

1. Candidates must possess at least a Diploma / Bachelor Degree equivalent to the role.
2. Project Management Experience:
1. At least 5 years of experience working with stakeholders across multiple business units.
2. Strong Project Management (PMP) experience.
3. Problem-Solving & Analysis:
1. Strong exposure to strategic problem solving and root cause analysis methodologies preferably in a customer service organization, business operations.
4. Process Improvement:
1. Passion for driving continuous improvement.
2. Strong skills in process flow documentation and literature; ISO certification will be an advantage.
5. Communication & Interpersonal Skills:
1. Excellent interpersonal and communication skills in English & Bahasa Malaysia. Ability to communicate in Mandarin will be an added advantage.
6. Work Environment:
1. Ability to thrive in a fast-paced and dynamic environment.
7. Computer Skills:
1. Proficiency in PowerPoint, Word, Excel, and in data analysis tools and business intelligence software.