ASEAN Productivity Specialist

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Purpose of the role

BSI is driving a transformation of its ASEAN Service Delivery Hub to enhance standardization, efficiency and customer service quality. To support this initiative, we are hiring a Productivity Specialist to coordinate standardization efforts, implement digital tools and drive change management.

This role will play a key part in driving the transformation program, ongoing optimization and continuous improvement to ensure efficiency and excellence in service delivery.

Key responsibilities and accountabilities

1. ASEAN Service Delivery Hub Standardization & SOP Development

• Oversee the full implementation of the Service Delivery Hub transformation plan.

• Establish SOPs for all key service delivery functions, ensuring consistency across ASEAN.

• Develop and maintain knowledge repository, ensuring training is completed for smooth knowledge transfer and team alignment.

• Support ASEAN Service Delivery Team in adapting to function-based roles.

2. Digital Enablement & Power BI Implementation

• Design and launch Power BI tracking tools to monitor team efficiency, project effectiveness and operational and VOC performance.

• Automate current reporting processes to reduce manual workload, provide operational insights and support optimization decisions.

3. Change Management & Proactive Client Engagement

• Support in implementing the customer care strategy and training program to help the team to enhance proactive customer communication.

• Design and launch an updated VOC tracking, driving improvements in NPS scores and other customer satisfaction metrics.

• Ensure change management efforts minimize disruption to service delivery while maintaining operational efficiency.

4. Continuous Improvement & Optimization

• Identify ongoing improvement and optimization opportunities.

• Develop a continuous improvement framework, assessing process efficiency, team performance and VOC.

• Refine Power BI dashboards and data analytics to support decision-making and future process refinements.

Key Performance Indicators

• Full implementation of Service Delivery Hub transformation plan in 2025.

• SOPs established and adopted across all ASEAN service delivery functions.

• Knowledge repository completed and all staff trained to ensure smooth knowledge transfer.

• Power BI tracking launched, reducing manual reporting and enabling operational insights.

• Training programs implemented for proactive client engagement.

• Improved VOC tracking, NPS scores, customer satisfaction and reduced customer attrition.

• Ongoing process improvements and optimization efforts identified and executed.

Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.

BSI is conducting face-to-face interviews where appropriate and possible. If you are invited to a face-to-face interview but feel more comfortable with conducting the interview virtually, please speak to a member of our recruitment team.