Lead, Operation Performance & Project Management, Wholesale

About You

You are a highly motivated and results-oriented lead to drive operational excellence initiatives across our Wholesale business. This role requires a combination of technical expertise, strategic thinking, and strong leadership skills. You will be responsible for identifying and implementing process improvements, promoting a culture of continuous improvement, and leading the team towards achieving significant efficiency gains and cost reductions.

Your Day-to-Day

● Achieve a quantifiable reduction in [metric] within [timeframe] through process improvements.

● Implement international standard certifications for DSCs.

● Foster a culture of continuous improvement across the organization.

● Close the gap between Wholesale and other internal departments (CCL, Retail, Logistics).

Project Management:

● Drive specific projects, focusing on root cause analysis, solution development, project deliverables

creation (business cases, milestones, KPIs, plans, budgets, etc.), and implementation support.

● Collaborate with regional teams and change agents to define implementation roadmaps and ensure

successful project execution.

● Perform diagnostics of diverse business challenges, identify root causes, and support plan

implementation.

● Perform large and complex analyses and support colleagues in analytical work.

Process Improvement:

● Lead cross-functional teams to identify and implement process improvements, targeting specific,

measurable reductions in key metrics.

● Conduct business process mapping and analysis to identify areas for improvement.

● Partner with the leadership team to select improvement areas, build robust improvement strategies, and

integrate recommendations with other programs and initiatives.

● Utilize data analysis, business intelligence, and forecasting tools to identify and address potential

operational challenges.

● Champion the organization's pursuit of international standard certifications for DSCs.

● Lead and manage the improvement of SOPs, documentation, process flows, and work instructions for

operations.

● Focus on standardizing all activities within the scope of work.

● Work with strict project management standards in project definition and execution.

Performance Management:

● Track and report on the progress and impact of strategic initiatives, including business/process

improvement across all areas.

● Monitor key data metrics to identify potential issues and forecast future challenges.

● Proactively work to close the gap between Wholesale and other internal departments.

● Instill a culture of continuous improvement within teams.

● Implement a strong performance management culture, setting clear expectations, providing coaching

and feedback, and linking performance with incentives.

Your Know-How

Essential Skills:

● Candidates must possess at least a Diploma / Bachelor Degree equivalent to the role.

● Project Management Experience:

○ At least 5 years of experience working with stakeholders across multiple business units.

○ Strong Project Management (PMP) experience

● Problem-Solving & Analysis:

○ Strong exposure to strategic problem solving and root cause analysis methodologies

preferably in a customer service organization, business operations.

● Process Improvement:

○ Passion for driving continuous improvement.

○ Strong skills in process flow documentation and literature, ISO certification will be an

advantage.

● Communication & Interpersonal Skills:

○ Excellent interpersonal and communication skills in English & Bahasa Malaysia. Ability to

communicate in Mandarin will be an added advantage.

● Work Environment:

○ Ability to thrive in a fast-paced and dynamic environment

● Computer Skills:

○ Proficiency in PowerPoint, Word, Excel, and in data analysis tools and business intelligence

software.