You will be part of the core team to foster FedEx’s Customer Experience Planning and Engineering (CEPE) capabilities for the Asia Pacific region.  The CEPE team drives, leads and enable transformation, best-in-class performance and innovation in CE Operations through effective use of data and technology to achieve APAC strategies and growth ambitions. Reporting to the CEPE Manager, you are responsible to drive and manage various CE Strategic Projects mainly from a Knowledge Management and CRM space. You will also need to drive consistent high service quality performance. Your deliverables will contribute to FedEx’s delivery of superior customer experience in the Contact Centres in Asia Pacific thorough the success of the delivery of CE Strategic Transformation and Integration Projects.

Areas of Responsibilities

Knowledge Management System (KMS) and Servicing CRM Support

• Support and lead content writing and publishing with html expertise, good organizational skills, SharePoint administration skills, Salesforce is a plus, streamline existing articles, support the rep ‘submit feedback’ feature to ensure timely response to changes,
• Act as Regional Support Person for APAC for Salesforce and Knowledge Community platform.
• Perform Salesforce User administration, light configuration and act as escalation point past regional helpdesk for incidents and issues
• Participate and collaborate with Global teams in the development of the KMS and Servicing CRM for the entire AMEA region
• Identify risks and impediments and develop mitigation strategies
• Input into Feature refinement (e.g., acceptance criteria, effort and prioritization)
• Participate and coordinate testing including user acceptance testing for end users
• Keep divisional stakeholders informed of program progress
• Work with divisional stakeholders to execute change management activities including learning development and delivery

Robotics Process Automation (RPA) and Machine Learning

• Support rollout of RPA projects leveraging the FedEx QDM and Agile methodology
• Support process redesign and benefits justification for RPA and Automation opportunities
• Identify and lead new automation initiatives by collaborating closely with Business and IT Partners and Vendors to deliver value to the business

Vendor Engagement / Management

• Engage various vendor and stakeholders (Internal and External) for Proof-of-Concept (POC) arrangements.
• Manage vendor expectation on requirements, delivery timelines and quality of work
• Work with divisional teams to perform on-boarding of vendors
• Arrange workshops and demos for internal stakeholders
• Ensure that vendors are treated fairly and in accordance with FedEx policies

Minimum Requirements

• Business / IT degree or equivalent are desirable.  Post-graduate degree preferred but not necessary
• At least five (5) years’ experience in project management, Content Management, Writing and Publishing
• Advanced language skills in English: Listening, Writing, Reading, Speaking
• Skilled in multiple Asia languages is a plus
• Change Management mind set, preferably together with past experience

Skills & Experience

• Salesforce.com Admin Certified and Salesforce Experience is a plus
• Desire to take ownership of knowledge management for APAC Customer Experience

• Experience in developing or working with tools like Power Apps and Automation Anywhere

• Strong customer service, negotiation and resolution skills.
• Able to prioritise workload and meet deadlines.
• High attention to detail.
• Strong interpersonal skills
• Proven experience working with remote teams, experience in Regional Team is a plus
• Cross-functional Project Management experience, preferably in a leading position
• Strong stakeholder communication skills
• Open minded for new ways of working and new technology
• Ability to travel within Asia, to Europe and/or US in case needed
• Ability to adapt and help others to adapt to rapid changes

What can you expect as a FedEx team member?

Career Mobility and Development: When you join FedEx, you’re joining a team with possibilities that literally span the world—from opportunities for advancement and location transfer, to training and leadership programs.

Total Compensation and Benefits Package: We want to keep our employees for a long time, so we offer competitive benefits, opportunities for flexible work arrangements, and programs to support well-being.

Application

If you think this is a good fit for your knowledge, skills and aspiration, please send your resume including the information of expected salary range and date of availability. We look forward to having you be part of our Purple Promise, which is to make every FedEx experience outstanding.

To learn more about FedEx and other opportunities, please visit: https://careers.fedex.com/fedex

All information provided by applicants will be treated in strict confidence and used only for recruitment purpose in accordance with the employer's personal data policies. A copy of Personal Information Collection Statement (PICS) will be provided upon request. Please write to the Human Resources Department. Applicants who are not invited to an interview within four weeks may consider their applications unsuccessful. All personal data of unsuccessful applicants will be destroyed after two years.

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