Continuous Improvement Manager - Non Flight

Traveloka (Jakarta Metropolitan Area)

DKI Jakarta, Indonesia

e 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 the leading travel platform in Southeast Asia. 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.

About this position

The role's function is to plan, develop, manage & lead the Service Assurance Business Process team for Non Flight product by a highly effective, skilled and empowered team and maintain customer relationships of all related contact points to provide best-in-class Service Assurance team that will exceed customer expectation in order to maintain and improve customer experience both for external and internal customers.

Responsibilities

• Lead the process improvement and determining the strategy for the growth and cost efficiency.
• Responsible for the multiple product and mission in operations (non transport).
• Work closely with stakeholders cross functions such as marketing, product, revenue management, finance, risk to strengthen recovery process and cost management.
• Design a robust business process and continuously review it to find areas of improvement, including developing mitigation plans in a timely manner once any gap or risk is identified. The initiative should lead to operations excellence improvement, measured by contact rate, customer dissatisfaction and net promoter score.
• Lead the recovery process for crisis/incident with at least medium impact for the whole domain.
• Developing the process control for each area within the customer operations team; perform the audit process and give feedback on the process that needs to be changed based on the audit result and when needed, conduct investigation shall there’s any fraud indication on the operations.

Requirements

• Preferably from STEM or engineering background (e.g. Industrial eng, Computer eng / science, Chemical eng, etc) from Top University.
• At least 7 years of experience from reputable company.
• Strong attention to detail and excellent problem solving skill with logical thinking.
• Excellent analytical skills and master in Excel.
• Excellent verbal and written communication cross-function and presentation skill in English.
• Obsessed with the customer journey and needs to drive process improvement.
• Familiar with internal process control within organization.
• Preferably has experienced as business process development or process engineer from reputable company.