Operation Mangement Supervisor/ Giám Sát Vận Hành Hệ Thống (6 Months contract)

1/Digital Experience: manage system & process changes per assigned area across SOP journey, including:
- Analyze impacts and propose solutions to address the needs.
- Collect and review feedback from customers & internal teams on their digital demands and change requests.
- Perform testing on digital change request/ new digital initiatives.
- Discuss test results among the team and highlight potential risks to ensure that the end-to-end process and system integration are deployed as expected.
- Set up all core changes in systems and ensure the setting complied with legal and operational rules.
2/ Digital Experience: monitor daily digital operations per SOP related
- Capture and resolve system incidents in standard service level expectation with no/ minimum impacts
- Work with technical teams for root cause identity and follow up for permanent fix to avoid the incident re-occurrence.
3/ Process Standardization
- Revise all standard operating procedures, policies & work instructions to ensure the consistent & well compliant implementation in daily business operations nationwide.
- Prepare guidelines/ templates and training materials to internal teams for all system changes/ new processes or for the incidents impacted on mass.
4/ External Training & Communication: focus on new system/ tools/ process
- Conduct training for customer on new information and change management.
- Create content for mass communication in all digital channels for operation business rules/ notifications.
5/ Compliance
- Act as an expert in the area to consult internal teams on request/complaint handling to ensure the compliance rate meets the requirement.
- Perform onsite/ offsite internal audit in SOP related.
- Identify key/ high risk common mistakes, propose actions & follow up
- Support on collecting and consolidating data from systems for external audit purpose.
6/ Continuous Improvement
- Seek insights of customers' needs and expectations and interpret to system for process enhancement opportunities.
- Partner with internal teams for better operational efficiency.
7/ Other assigned by Line Manager

13th Month + Annual Performance Bonus
,#Premium Healthcare Insurance for Employee & Family member(s)
,#Personal Development and Career Advancement

UAT Test, Software Testing, Kiểm Thử Phần Mềm, Operational Management, Operational Excellence