Pre-Sales Project and Process Improvement Manager
About the job
SummaryBy Outscal
What You Will Do
- PreSales project
- Collaborate with sales during discussions with prospective clients to explain products offered by Digital Identity that are suitable for the client’s needs.
- Lead eKYC solutions with external clients from start to finish and continue maintaining the relationship with external clients to ensure seamless integration and create a seamless user journey.
- Main PIC for all collaboration with clients related to product integration, drafting business requirements until the product is live in production.
- Responsible for ensuring seamless user journey and addressing any issue that might occur post integration in a timeline manner.
- Monitor post-integration usage by clients and is responsible for coming up with ideas to ensure that clients usage can be increased and other service provider is not replacing DI solution.
- Continuous performance review of the solution integrated into the client side and compare it with market standard to ensure a top-of-the-class solution with collaboration with relevant stakeholders to improve the solution quality.
- Process Improvement
- Closely liaise with the Ops team to address pain points and issues in the ops process or issues that might trigger customer complaints, and come up with solutions to address the issue oversee the implementation, and measure the result
- Together with the Product & Compliance team, refine all the existing processes to achieve company goals and ensure that user journey complies with country regulations at all times
- Initiate a process review and benchmark to come up with solutions on how best to create a seamless KYC and KYB process to onboard “good users”
- Continuous cost and benefit analysis on the whole KYC and KYB process from Ops and Business perspective including but not limited to when leading projects or in day-to-day BAU
- Work closely with the Fraud team to identify trends of fraud patterns during KYC and KYB submission, figure out solutions to address the issue, and collaborate with the product team in delivering the solution from testing to production deployment, from UAT to sanity testing
- Work closely with the Product team to do the continuous review and refine User Interface and User Experience flow throughout the whole KYC and KYB process
- Drive all the initiatives and discussions related to the KYC and KYB process including but not limited to, new projects, impact, issues, and target by closely collaborating with internal and external counterpart
- Lead the initiative for complaint handling related to KYC and KYB process not only related to newly implemented process but also to address issues that might happen from incorrect ops process
What You Will Need
- A relevant Bachelor's or Master Degree such as Business Administration, Management, Computer Science, etc., and PMP or PMI certification is a plus
- At least 5 years of experience as a Project Manager and have a background in leading big-scale, multiple projects and process improvement with tangible results
- Know, and preferably working experience in a financial institution
- Strong sense of operational risk and regulatory risk Team player (adaptable, communicative, strategic, collaborative)
- Analytical mindset (able to understand the context, find the correlation between topics, and draw a conclusion)
- Problem-solving (able to link the information to solve the problem)
- Experience in creating BRD with the minimum point of problem statement, solution to implement, cost and benefit analysis, and impact analysis
- Proficiency in English both active and passive is a must
About The Company
GoTo is the largest technology group in Indonesia, combining on-demand and financial services through the Gojek and GoTo Financial brands. It is the first platform in Southeast Asia to host these two essential use cases in one ecosystem, capturing a majority of Indonesian consumer household expenditure.
GoTo’s mission is to “Empower Progress” by offering an unparalleled selection of goods and services through a comprehensive merchant and partner network and promoting financial inclusion through its leading payments and financial services business.
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