Business Process & Training Officer at Alpha Mead Group

Position Summary:

We are seeking a proactive and experienced Business Process & Training Officer to optimize business processes, enhance customer experience, and drive data-driven decision-making. The ideal candidate will have a strong background in data analysis (Power BI, Tableau, SQL), customer experience techniques, and training development within a facility management environment. Systems (QMS).

Key Responsibilities:

Business Process Analysis & Optimization:

• Analyse and improve existing business processes to enhance operational efficiency and customer satisfaction.
• Identify gaps and recommend automation strategies to streamline workflows.
• Develop reports and dashboards to provide management with real-time business insights.

Data Analysis & Reporting

• Extract, clean, and analyse data from various sources to identify trends, patterns, and opportunities for process improvement.
• Develop interactive Power BI/Tableau dashboards for data visualization and performance tracking.
• Generate reports on customer satisfaction, service efficiency, and training effectiveness.
• Conduct root cause analysis and recommend data-driven solutions for business challenges

Customer Experience Enhancement

• Develop and implement strategies to improve the company's overall customer experience.
• Conduct customer satisfaction surveys and analyse feedback to identify areas for service improvement.
• Collaborate with internal teams to ensure customer needs are met effectively.
• Monitor service delivery metrics and recommend action plans for enhancing customer engagement.

Training & Development

• Design and deliver training programs for employees on process improvement, data analysis tools, and customer service best practices.
• Develop training materials, manuals, and e-learning content to enhance workforce skills.
• Conduct onboarding training for new employees and refresher sessions for existing staff.
• Assess training effectiveness and recommend improvements based on data insights.

Qualifications

• Bachelor's degree in Estate Management, Facility Management, Business Administration, Engineering, or a related field.
• Minimum of 2 years of experience in a similar role, preferably in a facility management environment.
• Strong experience in developing training curricula and facilitating training programs.
• Demonstrated ability to evaluate business performance using scorecards and MBO frameworks.
• Proven experience in data analysis to drive performance improvement.
• Experience managing customer experience functions and maintaining QMS.
• Excellent organizational, presentation, and communication skills.
• Ability to build relationships with internal and external stakeholders.
• Excellent communication skills expressed both verbally and in writing.
• Sound report writing skills.
• Experience in the Facility Management industry is an added advantage.

Preferred Skills:

• Certification in Training and Development (e.g., CIPD, ATD, or equivalent) is an advantage.
• Knowledge of facility management industry standards and best practices.
• Familiarity with CRM and LMS systems is desirable.