Petaling Jaya, Malaysia





Job ID


Be a part of a revolutionary change At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products with the power to improve the lives of a billion smokers worldwide. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better brighter solutions and the space to move your career forward in endlessly different directions. Customer Care at PMI is dynamic, diverse and disruptive. Join us and you can bring new ideas to life in a truly global function at the consumer centric of our business. The smoke-free revolution means we’re rebuilding everything from the ground up. You’ll feel like you’re working in a start-up here – with the freedom to shape and define the future of customer experience, but with the support and scope of a vast global business. It’s challenging, fast-paced and highly collaborative – if you want the freedom to find new ways to connect with consumers, there’s no better place to progress your career. Your ‘day to day’ As a Manager Customer Care Continuous Improvement, you are responsible to increase Customer Care's capability and performance by identifying areas for improvement, designing, building and deploying effective impactful solutions to enable customer care to meet its operational and strategic goals. You will also leverage technology platforms with cognitive and automation capabilities like Robotics Process Automation, Machine Learning, Deep Learning, Computer Vision and Speech Recognition etc. to enable efficiencies across the organization. You will be the owner of all customer care processes and naturally fronting customer care for all audits. You will also be responsible for all Customer Care management reports and also responsible for quality assurance within Customer Care. You are also accountable to: • Improve the customer experience and customer satisfaction within the lens of Customer Care by understanding the customer journeys, policies, business processes and workflows to establishing causal factors, failure points, trends and issues. Deliver to customers the best value and low effort through removal of waste, optimizing efficiency and costs. • Owner of all customer care processes. Ensure consistency via standardization and embedding consistency in operating methods establishing controls. Manage the governance process for customer and operational processes. Front all customer care audits (internal and external). Identify potential risk to operations and propose/implement necessary actions. • Identify areas for improvement using quantitate and qualitative data to create effective concepts, solutions, strategies for continuous improvement working with Customer Care. • Responsible for all management reporting for customer care, deliver data driven Insights to improve performance and reduce costs. (NPS, complaints and voice of agents) • Responsible for the overall quality control within customer care operations. Perform 2nd Level Audits (calls, emails, chats) and coordinate mystery shopping activity. • Front quality discussions with customer care representatives from OC. Oversee training needs and quality of training for vendor. (Training effectiveness, compliance to mandatory training) • Responsible for rollout and maintenance of any automation and efficiency projects Requirements • Degree or any related course in Management or Service Industry. • Minimum 8 years working experience as a Continuous Improvement professional with experience in leading and managing continuous improvement initiatives. • Experienced in implementing technology led solutions using RPA, AI, Machine Learning etc, • Experienced in using DMAIC methodologies, value stream mapping, facilitation, Lean Six Sigma experience desirable. • Proven analytical & leadership skills. Sound understanding of statistical methodologies. • Experienced in working in and with operational teams and Contact Centre Experience desirable • Attention to details. • Agile, flexible and tenacious and ability to work in a dynamic fluid environment What we offer Our success depends on the men and women who come to work every single day with a sense of purpose and an appetite for progress. Join PMI and you too can: • Seize the freedom to define your future and ours. We’ll empower you to take risks, experiment and explore. • Be part of an inclusive, diverse culture, where everyone’s contribution is respected; collaborate with some of the world’s best people and feel like you belong. • Pursue your ambitions and develop your skills with a global business – our staggering size and scale provides endless opportunities to progress. • Take pride in delivering our promise to society: to improve the lives of a billion smokers.