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Job Description
Incident Management Group Lead
Department: Global Customer Support
Employment Type: Full Time
Location: Indonesia
Description
- Team Leadership and Management.
- Operational Excellence.
- Cross-Functional Team Management.
- Process Improvement and Innovation.
Key Responsibilities
Team Leadership and Management:
• Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.
• Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.
• Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.
• Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.
Operational Excellence:
• Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.
• Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.
• Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
Cross-Functional Team Management:
• Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.
• Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.
• Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.
• Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.
Process Improvement and Innovation:
• Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.
• Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.
• Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.
• Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.
• Lead, mentor, and develop a team of 20 - 30 professionals, fostering a high-performance culture and supporting individual career growth.
• Set clear performance expectations, deliver regular constructive feedback, and conduct performance appraisals in alignment with organizational goals.
• Manage team capacity, staffing, and resource allocation to ensure operational demands are met effectively.
• Cultivate a collaborative and inclusive environment that promotes knowledge sharing, continuous learning, and team cohesion.
Operational Excellence:
• Implement and refine operational policies and procedures to meet and exceed service level agreements (SLAs) and key performance indicators (KPIs).
• Monitor, analyze, and report on operational metrics and trends, identifying areas for improvement and executing action plans to boost efficiency and quality.
• Conduct regular performance reviews and audits to ensure adherence to standards and drive consistent performance uplift.
• Proactively address workflow challenges, resolve escalations, and ensure timely and effective problem resolution.
Cross-Functional Team Management:
• Collaborate closely with other departments such as HR, Training, Quality Assurance, IT, and Workforce Management to align operational activities and achieve shared goals.
• Act as a liaison between frontline teams and support functions, ensuring clear communication, coordinated efforts, and streamlined workflows.
• Facilitate cross-functional projects and initiatives to enhance end-to-end process efficiency and service delivery.
• Represent team interests in cross-departmental meetings and contribute to organizational planning and strategy.
Process Improvement and Innovation:
• Identify, evaluate, and implement process improvements, automation, and best practices to increase productivity and quality while reducing costs.
• Encourage a culture of innovation by empowering team members to propose and pilot new ideas, tools, and methods.
• Stay current with industry trends, emerging technologies, and best practices to drive operational innovation and maintain a competitive edge.
• Lead or contribute to change management initiatives to ensure smooth adoption of new processes and technologies.
Skills, Knowledge & Expertise
● Experience: 4+ years in Operations Management or similar leadership roles, preferably in Customer Service, Ride-hailing industry.
● Availability: Must be open to rotational shifts
● Language : English Language Proficiency.
● Skills:
● Availability: Must be open to rotational shifts
● Language : English Language Proficiency.
● Skills:
- Strong leadership and people management abilities.
- Excellent analytical and problem-solving skills.
- Proven experience in cross-functional collaboration and project management.
- Ability to drive process improvements and operational efficiencies.
- Effective communication and interpersonal skills.
- Proficiency in performance monitoring tools and MS Office/Google Workspace.