Senior Manager, Operation Excellence

7 days ago

Hong Kong Island, Hong Kong SAR China HKT Full time

Your Role Assessing current commercial processes and workflows to identify inefficiencies or bottlenecks. Mapping and documenting existing processes for clarity and transparency. Analyzing operational data to inform recommendations for improvement. Designing customer‑centric processes, using data to identify pain points along the customer journey, and collaborating via CS Forum to ensure best practices for both operational and customer‑facing teams. Collaborating with cross‑functional teams to design and implement process enhancements. Facilitating training and workshops to ensure smooth adoption of new processes. Monitoring the effectiveness of implemented changes using key performance indicators (KPIs). Process mapping and business process modeling expertise (using tools such as Visio, BPM software, or similar). Leading digital transformation across HK and GBA operations by driving change and fostering cross‑functional teams toward operational excellence. Driving a culture of continuous improvement within the commercial team. Projects support on transformation. To Succeed in this Role Bachelor's degree in Information Technology, Computer Science or related field preferred. Minimum of 8 years of experience related to Telecommunication, IT Management or other information technology, with at least 4 years in a leadership role within a scalable company. Familiarity with process improvement methodologies such as Lean, Six Sigma (Green Belt or Black Belt certification preferred) or Design Thinking. Experience in robotic process automation and AI agent set‑up is an advantage. Candidate with less experience will be considered for the Operation Excellence Manager position. PCCW Group is a global company headquartered in Hong Kong which holds interests in telecommunications, media, IT solutions, property development and investment, and other businesses. The Company holds a majority stake in the HKT Trust and HKT Limited, Hong Kong’s premier telecommunications service provider and leading operator of fixed‑line, broadband, mobile communication and media entertainment services. HKT delivers end‑to‑end integrated business transformation solutions and has built a digital ecosystem integrating its loyalty programme, e‑commerce, travel, insurance, big data analytics, fintech and healthtech services to deepen its relationship with customers. Your application will include the following questions: What's your expected monthly basic salary? #J-18808-Ljbffr

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