Process Lead

Essential duties

    Responsibilities include: 
 
People Management: 
•    Supervise the team in terms of schedule adherence and completion of tasks. 
•    Provides training and knowledge sharing to the team and new hires if required. 
•    Monitoring of KPI and SLA of the team and identify areas of opportunities and improvement for best quality of service delivery 
•    Keep all process flow, work instruction are up to date and well documented as agreed with the team’s regional counterpart. 
•    Assess team’s daily workload and recommends workforce utilization / resource strategies as needed  
 

Operational: 
•    To provide expert customer service and quality in addressing their concerns. 
•    Overseeing the Processing of Orders within Canon Asia policy and procedures 
•    Making sure that posting of Sales Orders have accurate details and process within scheduled deadlines 
•    To use critical thinking in terms of resolving issues and escalations 
•    Identify prioritization in day-to-day transactional activities 
•    Proper delegation of duties on each Order Admin should base on analyzing the level of complexity. 
•    Daily communication with the Canon Sales Team and Account Managers for any clarification or verifying of details required.