Ensure products and processes comply with customer requirements, internal quality standards, industry standards, and applicable regulatory requirements.
Monitor and analyse quality performance, defects, non-conformities, customer complaints, and process deviations.
Lead root cause analysis and implement corrective and preventive actions for quality-related issues.
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Support Audit and Tax Management: Serve as a trusted point of contact for internal and external audits, as well as tax consultations, by preparing clear schedules and supporting documentation
Champion Internal Controls: Maintain up-to-date process documentation that complies strictly with international financial reporting controls, corporate policies, and local statutory laws
Advance Process Innovation: Collaboratively identify, recommend, and implement solutions for operational efficiency, supporting continuous improvement and best-practice sharing across the team
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Monitor and analyze operational metrics including Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Identify and implement process improvements to enhance operational efficiency and service performance.
Drive initiatives that improve productivity, customer experience, and operational effectiveness.
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Strong interpersonal, negotiation, and client engagement skills, with the ability to build trust and long-term relationships.
Analytical and problem-solving abilities, including the capacity to interpret client data, identify opportunities, and manage complex client requirements.
Bachelor’s degree in Finance, Business, Economics, or a related field; relevant professional certifications (e.g., CFA, CFP) are an advantage.
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