Service Excellence Specialist

ALBS is an Air Liquide entity in Kuala Lumpur, regrouping for the APAC scope its Business Service Centers (Kuala Lumpur and Shanghai) as well as the two Global Functions (IT, Digital and Procurement). Designed to derive optimal value by better leveraging technology, people and competencies, the ultimate goal is to boost efficiency and deliver outstanding and sustainable performance while keeping a strong focus on customer centricity. This Organization is striving for excellence, adopting the Best in Class models to deliver value through simplification and standardization of processes, while adhering to Internal controls and compliance requirements.

A service excellence specialist is accountable to enable continuous improvement initiatives by identifying, implementing, and sustaining improvement strategies to achieve operational excellence.

How will you CONTRIBUTE and GROW?

Duty & Accountabilities

• Own, manage and maintain the continual service improvement governance and its process to support overall improvement strategy
• A facilitator and collaborator with functional teams (Business partners, Service Providers, Process Managers, etc.) to gather improvement inputs and share ideas
• Able to leverage continuous improvement methodologies to implement improvement strategy and solutions and ensure improvements are delivered and realized.
• Embed effective communications strategy to drive implementation and sustain improvements.
• Manage and maintain CSI tracker and its reporting.
• Ensure implementation of identified CSI initiatives that is established, is periodically being reported to relevant stakeholders and forums
• Act as catalysts to foster a culture of continuous improvements within department
• Responsible for overseeing IT audits, working alongside with the Risk & Compliance team and in regards to audit findings, its action planning with functional team and ensure timely implementation
  
  

Are you a MATCH?

• Exceptional customer-facing skills
• Strong problem solving skills
• Knowledge of reporting tools like Power BI
• Good understanding of ITIL (Information Technology Infrastructure Library) and CSI principles a must ( Good to have six sigma, design thinking, PDCA..etc certification)
• Basic project management skills
• Capacity to train and guide team members
• Ability to manage and prioritize tasks efficiently
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills
• Experience in dealing with third-party-provided services
• Involvement and exposure in IT external audits (example: Operational, ITSM, ISO)
  
  

What We Offer:

• Hybrid work arrangement
• Office location (1Powerhouse) is accessible via MRT (Bandar Utama station)
• Highly engaged and empowered work culture
• Dynamic multinational team of more than 14 nationalities
• Continuous learning & development
  
  

We take care of our employees:

• Medical card coverage for self and dependents (outpatient and inpatient)
• Extended health & flexi benefits coverage (Child's specialist claim, Pap Smear, Mammogram, Self Relaxation Expenses, Fur Benefits etc.)
• Monthly NICE Program activities for team bonding and well-being lifestyles
  
  

About Air Liquide

A world leader in gases, technologies and services for Industry and Health, Air Liquide is present in 78 countries with approximately 64,500 employees and serves more than 3.8 million customers and patients. Oxygen, nitrogen and hydrogen are essential small molecules for life, matter and energy. They embody Air Liquide’s scientific territory and have been at the core of the company’s activities since its creation in 1902.

Our Differences make our Performance

At Air Liquide, we are committed to build a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.

We welcome and consider applications from all qualified applicants, regardless of their background. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.