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Intercall Singapore Pte Ltd

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Website      www.intercall.com.
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Business Process Analyst / Manager

Overview Reporting to the Director and Head of Customer Delivery, Asia Pacific, the incumbent is responsible for the improvement of quality of service provided through Customer Delivery; oversee all activities associated with providing internal/external customers with information (SOP’s, documentation, and workflow) and support, and ensure adherence to company policy and procedures. DUTIES AND RESPONSIBILITIES Identify processes within the customer fulfillment cycle to ensure the customer receives a high level of service. Review new and existing departmental processes Integration of CRM (SFDC) automation tools across customer lifecycle Participate in and lead workflow process improvement projects which include recommending changes to management Drive process enhancements and adherence throughout the organization Liaise with colleagues in EMEA, US & APAC as well as teams in-house to manage projects with other Project Managers in other regions BASIC REQUIREMENTS Degree / Diploma in any business related field Min. 3 years experience in any business related field such as Operations, Project Management or Business Analyst Team Management & Project Management skills Mid to Advanced SFDC administration experience and/or certification Good understanding of Microsoft suite of products (MS Project, Visio) Change management experience, ability to work with external departments on process improvements Customer engagement and cycle experience Capable of researching new and existing business opportunities as fundamental KPI requirement Excellent presentation and time management skills Clear and confident communicator

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Full Time

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Human Resources HR Manager (Regional)

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