Summary
Keeta is hiring for a business process innovation role focused on customer experience. The role involves improving customer service workflows, leading digital transformation of service systems, and working with product and R&D teams on automation. It also covers service data analysis, operational improvement strategies, localized SOPs, and collaboration with teams across the Middle East. Applicants need a bachelor’s degree or higher, 3+ years of relevant experience, working proficiency in English and Urdu, and skill in SQL or Python; long-term Middle East assignments are part of the role.
The posting
As published on keeta-global.com. Pulled from the employer's site and shown as they wrote it.
Responsibilities
1. Process Optimization and Digital Transformation: Diagnosed pain points in existing customer service workflows, designed and drove implementation of optimization initiatives. Led digital migration and online transformation of customer service systems (e.g., ticketing system, knowledge base). Collaborated with product and R&D teams to develop automation tools, reducing manual intervention.
2. Operations Strategy and Data Analytics: Analyzed core metrics such as service efficiency and customer satisfaction using data modeling. Delivered periodic business insights reports and formulated quantifiable operational improvement strategies. Designed localized service processes and SOPs tailored to the Middle East market characteristics.
3. Cross-Regional Collaboration: Served as the BPI liaison, coordinating with local teams in the Middle East to pilot and implement process improvements. Conducted regular overseas business research to identify opportunities for enhancing cross-cultural service delivery.
Requirements
1. Bachelor’s degree or higher, with 3+ years of experience in BPI or process optimization (preferably in the customer service industry).
2. Proficient in English and Urdu as a working language (proof required: CET-6, IELTS 6.5, TOEFL 90+, or assessed through full English interview).
3. Skilled in at least one data analysis tool (SQL, Python).
4. Willing to accept long-term assignments in the Middle East (e.g., United Arab Emirates or Pakistan).
Highlights
1. Capable of diving deep into business systems to drive design.
2. Data-driven and powered by Voice of Customer to optimize business operations.
3. Cross-functionally collaborates with multiple international teams, with proven international business experience.
4. Experienced in greenfield market entry and scaling new business initiatives.