Job Description

:Key Responsibilities:

• Continually seek innovative solutions for cost-effective and quality delivery of customer service and support in line with the strategies outlined in the one-year plan (1YP) and mid-range plans (MRP).
• Identify and revise service and support processes to reduce manual workload and eliminate unnecessary costs.
• Improve systems and tools by studying current practices and designing modifications for operational efficiency.
• Prepare business cases for management approval, including cost-benefit analysis, ROI calculations, and system or process requirements documentation.
• Identify, select and implement systems and tools, including vendor assessment, project scoping, involving relevant stakeholders, timely deployment, and ensuring technical feasibility.
• Coordinate regional teams for execution of projects, ensuring projects are delivered on-time, within scope, and within budget.
• Establish and maintain very strong relationships with FB After Sales group, FBAP Support Center Management, FBAP regional departments (such as Information Management, Procurement, Finance and Customer Support Planning) and OpCo service management.
• Maintain an understanding of industry developments and apply best practices to areas of improvement.

Key Tasks & Activities

• Responsible for implementing and maintaining innovative, cost effective, customer-centric digital technology solutions for service & support.
• Contribute innovation and digital transformation in the services and support business function in operating companies (OpCo\'s) and in the regional Support Centres using data and analytics to support recommendations.
• Define project requirements by identifying project milestones, phases and elements; forming a project team; and establishing project goals/targets that are aligned to the business strategy.
• Lead project discussion and evaluation on feasibility and return of investment (ROI).
• Engage and inspire the organisation to improve productivity.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Actively participate and drive the implementation of approved system & process changes.
• Understand business technical requirements to effectively coordinate process definition, detailed documentation, solution design, user acceptance testing (UAT), and deployment activities.
• Monitor project progress by tracking schedules, costs, resolving problems, publishing progress reports, and recommending remedial actions.
• Track project/system performance, to validate successful completion and achievement of targets.
• Create accurate, informative, reporting that highlights relevant support and services business trends and opportunities to Improve productivity, drive cost reduction initiatives and increase service profitability.
• Measure and report project performance (against plan) and KPIs using appropriate tools and techniques

Requirements & Qualifications

• 5+ years\' experience managing and deploying Information Technology (IT) projects
• Bachelor of Arts/Science or Diploma in computer science, information systems, business/economics, Frontline Management, or equivalent.
• Highly developed problem-solving skills with a data-driven mindset.
• Detail-oriented, analytical and inquisitive.
• Exceptionally effective negotiation and influencing capability: diplomacy skills & innovative spirit.
• Willingness for broad understanding of FUJIFILM Business Innovation customer journey, including sales, contracting, logistics, product installation, billing, after-sales support (online, phone, chat, on-site) and an understand of the lines of business.
• Microsoft Access and/or SQL experience strongly preferred.
• Programming or coding skills are strongly preferred.
• Experience with Robotic Process Automation (RPA), Machine Learning (ML) and/or Artificial Intelligence (AI) would be an advantage.
• Language skills: English (mandatory), other Asian languages would be an advantage.

About Us:About UsFUJIFILM Business Innovation Malaysia Sdn. Bhd., a MSC status Company which is wholly owned by FUJIFILM Business Innovation Asia Pacific Pte Ltd (Singapore). Its main activity involves in providing shared services of Technical Support, Customer Support, On-line Support and Finance Services Operation to all affiliated Company under the umbrella of FUJIFILM Business Innovation across Asia Pacific.About the Team: At Fujifilm we create innovative products and deliver effective solutions in a wide variety of fields to server society, contribution to the quality of life, and enhance environmental sustainability.

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