Senior Business Operation Analyst

Senior Business Operation Analyst page is loaded

Senior Business Operation Analyst

Apply locations Indonesia - Jakarta, Green Office Park 1 time type Full time posted on Posted 23 Days Ago job requisition id R0004791

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description

As Senior Business Operations Analyst, you will play a pivotal role in streamlining and optimizing the company’s operations, focusing on customer service process. Your responsibilities will include:

• Conduct comprehensive analyses of existing customer service processes, identifying areas for improvement and efficiency gains.

• Collaborate with cross-functional teams to understand operational challenges and develop solutions to enhance customer experience.

• Evaluate and implement best practices in customer service operations, leveraging industry standards and methodologies.

• Create SOPs and business processes from the list of requirements and features developed from product team. Ensure SOPs are aligned with company policies, industry regulations, and best practices.

• Have full understanding of the internal tools, SOP and business processes, basically become the go-to-person for any SOP/Business process/tools related inquiries from stakeholders

• Analyze and evaluate the effectiveness of existing internal tools used by customer service teams and Identify opportunities to streamline processes and enhance tool functionality to improve operational efficiency.

• Conduct engaging and interactive training sessions for the created SOPs

• Facilitate practical exercises and simulations to reinforce learning objectives and ensure the participants can apply their trainings in the real scenarios

• Assess the participants progress and performance through evaluations, practical assessment and provide constructive feedback for them to improve

• Create documentation to maintain accurate and up to date records of training sessions, knowledge management, feedback, and evaluation results

• Generate reports independently as needed to track progress and measure the training or SOPs effectiveness, or any pain points related to the given domain. Present findings and recommendations to stakeholders and leadership for informed decision-making.

• Stay up-to-date with industry trends, best practices, and emerging technologies in customer service operations.

Requirements

• Bachelor’s degree in Hospitality Management, Travel and Tourism, Technology, Business Administration, Operations Management or related field

• Proven minimum 2 years of experiences working professionally either in IT sector, customer service or travel industry

• Proven track record of successfully implementing operational improvements and streamlining processes is preferred

• Proficient in data analysis tools (e.g., Excel, Spreadsheet) and process mapping software.

• Familiarity with customer relationship management (CRM) systems and other relevant industry-specific software.

• Strong problem-solving skills with the ability to break down complex issues and develop actionable plans.

• Excellence communication and presentation skills, with the ability to break down complex concepts into clear and understandable pieces

• Fluent in English, both written and spoken; able to effectively communicate with participants from diverse linguistic backgrounds

• Detailed oriented with strong organizational and time management abilities

• Flexibility to travel and work flexible hours as needed

• Knowledge of customer service operations, sales processes, and industry-specific tools and systems

• Commitment to continuous professional development and staying up-to-date with industry advancements.

• Patience, empathy, and passion to teach and help others to learn

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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About Us

We don’t innovate for the sake of innovation, we utilize technology to simplify people’s lives so they can enjoy their lives better. That belief is what brought Traveloka to be Southeast Asia’s Leading Travel Platform. Traveloka serves 20+ products that include comprehensive travel services. From transportations to accommodations, discovering nearby attractions, and insurance products to financial services, including the groundbreaking ‘Buy Now Pay Later’. With 100+ millions downloads in six countries across the SEA region, we aim to keep exploring for better innovations—all to fulfill our users’ travel aspirations so they can enjoy their lives, their way. Our vision is to enrich people’s life by empowering them in fulfilling their unique travel aspirations, seamlessly.