Business Operations Specialist
About the job
Summary
The Business Operations Specialist will analyze and optimize workflows, implement process improvements, and ensure high-quality service delivery. A key responsibility is developing a long-term strategy for customer experience (CX) improvement. This includes monitoring performance, coordinating stakeholders, leveraging technology for automation and data accuracy, and building automated support processes to enhance customer experience. The role requires strong analytical and problem-solving skills, experience in process optimization, proficiency with automation tools, excellent communication, and knowledge of customer experience best practices within the fintech industry. The initial six months will focus on understanding existing processes, identifying improvement areas, learning the technology stack, and building stakeholder relationships.
Must have:
- Strong analytical & problem-solving skills
- Process optimization & workflow management experience
- Proficiency with automation tools
- Excellent communication & coordination
- Effective time management & prioritization
- Knowledge of CX best practices
- Fintech industry knowledge
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About The Role
Scope
The candidate will analyze and optimize workflows, implement process improvements, and ensure high-quality service delivery to our customers. Develop a long term strategy for the company CX improvement.
Responsibilities include monitoring performance, coordinating between stakeholders, and leveraging technology to automate tasks and enhance data accuracy.
6 months challenge
The biggest challenge in the first six months will likely be gaining a thorough understanding of the existing business processes and identifying key areas for improvement. This includes learning the technology stack, integrating seamlessly with various departments, and implementing changes without disrupting ongoing operations. Additionally, the candidate will need to build relationships with stakeholders to ensure collaboration and support for process optimization initiatives aimed at enhancing customer service quality.
What will you do
- Monitor performance metrics and adjust processes as needed
- Build relationships with stakeholders to support process optimization initiatives
- Leverage technology to automate tasks and improve accuracy
- Focus on enhancing customer experience in building automated support processes
- Ensure high-quality service delivery to customers
- Implement changes to streamline workflows and enhance efficiency
What will you need
- Strong analytical and problem-solving skills
- Experience in process optimization and workflow management
- Proficiency with automation tools and technology
- Excellent communication and coordination abilities
- Ability to prioritize tasks and manage time effectively
- Knowledge of customer experience best practices
- Familiarity with fintech industry standards and trends
- Collaborative mindset to build relationships with stakeholders
About The Team
We foster a culture where everyone is encouraged to freely express their thoughts and feedback, valuing each member’s unique perspective. Our obsession with detail ensures that we meticulously analyze and refine our work to achieve the highest standards of quality. Collaboration and open communication are at the heart of our operations, enabling us to improve and solve complex problems effectively.
About GoTo Group
GoTo Group is the largest digital ecosystem in Indonesia with its mission to “Empower Progress’ by offering technological infrastructure and solutions for everyone to access and thrive in the digital economy. The GoTo ecosystem consists of on-demand transportation services, food and grocery delivery, logistics and fulfillment, as well as financial and payment services through the Gojek and GoTo Financial platforms.It is the first platform in Southeast Asia that hosts these crucial cases in a single ecosystem, capturing the majority of Indonesia’s vast consumer household.
About Gojek
Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.
About GoTo Financial
GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.
GoTo and its business units, including Gojek and GoToFinancial ("GoTo") only post job opportunities on our official channels on our respective company websites and on LinkedIn. GoTo is not liable for any job postings or job offers that did not originate from us. You should conduct your own due diligence to prevent being victims of any fake job scams, if they did not originate from GoTo's official recruitment channels.
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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.
