Position Summary:
We are seeking a proactive and experienced Business Process & Training Officer to optimize business processes, enhance customer experience, and drive data-driven decision-making. The ideal candidate will have a strong background in data analysis (Power BI, Tableau, SQL), customer experience techniques, and training development within a facility management environment. Systems (QMS).
Key Responsibilities:
Business Process Analysis & Optimization:
Analyse and improve existing business processes to enhance operational efficiency and customer satisfaction.
Identify gaps and recommend automation strategies to streamline workflows.
Develop reports and dashboards to provide management with real-time business insights.
Data Analysis & Reporting
Extract, clean, and analyse data from various sources to identify trends, patterns, and opportunities for process improvement.
Develop interactive Power BI/Tableau dashboards for data visualization and performance tracking.
Generate reports on customer satisfaction, service efficiency, and training effectiveness.
Conduct root cause analysis and recommend data-driven solutions for business challenges
Customer Experience Enhancement
Develop and implement strategies to improve the company’s overall customer experience.
Conduct customer satisfaction surveys and analyse feedback to identify areas for service improvement.
Collaborate with internal teams to ensure customer needs are met effectively.
Monitor service delivery metrics and recommend action plans for enhancing customer engagement.
Training & Development
Design and deliver training programs for employees on process improvement, data analysis tools, and customer service best practices.
Develop training materials, manuals, and e-learning content to enhance workforce skills.
Conduct onboarding training for new employees and refresher sessions for existing staff.
Assess training effectiveness and recommend improvements based on data insights.
Qualifications
Bachelor’s degree in Estate Management, Facility Management, Business Administration, Engineering, or a related field.
Minimum of 2 years of experience in a similar role, preferably in a facility management environment.
Strong experience in developing training curricula and facilitating training programs.
Demonstrated ability to evaluate business performance using scorecards and MBO frameworks.
Proven experience in data analysis to drive performance improvement.
Experience managing customer experience functions and maintaining QMS.
Excellent organizational, presentation, and communication skills.
Ability to build relationships with internal and external stakeholders.
Excellent communication skills expressed both verbally and in writing.
Sound report writing skills.
Experience in the Facility Management industry is an added advantage.
Preferred Skills:
Certification in Training and Development (e.g., CIPD, ATD, or equivalent) is an advantage.
Knowledge of facility management industry standards and best practices.
Familiarity with CRM and LMS systems is desirable.
Apply via :
jobs.smartrecruiters.com