เงื่อนไขการค้นหา

ทักษะ:

English

ประเภทงาน:

งานประจำ

• Provide excellent customer service.
• Attend clients' queries through phone calls and emails, by being proactive, courteous, friendly, and helpful.
• Ensure that all clients' requests, issues and complaints are resolved promptly and accurately, per defined policies, guidelines, terms and conditions.
• Promote goodwill when dealing with clients and internal sales teams, to maintain good client relationship, achieve high level of client satisfaction, and retain client loyalty.
• Act and suggest on improvement opportunities identified during daily work.
• Negotiating for appropriate compensation / refunds / solutions.
• Excellent to Fluent in English - written and spoken.
• New graduates are welcome.
• Able to work in shifts.
• At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
• You will have the opportunity to work for a company that is going through significant change in becoming the world s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting business relationships and friendships from around the world.
• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

ทักษะ:

English

ประเภทงาน:

งานประจำ

• Provide excellent customer service.
• Attend clients' queries through phone calls and emails, by being proactive, courteous, friendly, and helpful.
• Ensure that all clients' requests, issues and complaints are resolved promptly and accurately, per defined policies, guidelines, terms and conditions.
• Promote goodwill when dealing with clients and internal sales teams, to maintain good client relationship, achieve high level of client satisfaction, and retain client loyalty.
• Act and suggest on improvement opportunities identified during daily work.
• Negotiating for appropriate compensation / refunds / solutions.
• Excellent to Fluent in Chinese and English - written and spoken.
• New graduates are welcome.
• Able to work in shifts.
• At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
• You will have the opportunity to work for a company that is going through significant change in becoming the world s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting business relationships and friendships from around the world.
• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

ทักษะ:

Electronics, Automation

ประเภทงาน:

งานประจำ

• Your main role is to support RD operations through warehouse management and administrative processes.
• Who are we looking for?.
• Maintain the RDPT Line Warehouse.
• Follow the Thai patent application process and ensure accurate documentation and record-keeping.
• Bachelor's degree in Business and Management or related field.
• Experience: No prior experience required (fresh graduates are welcome).
• Computer Skills: Excel, Outlook, PowerPoint, Word.
• Project time/progress control.
• Project planning, execution, and scope management.
• Project communication and integrated management.
• Thai: Fluent.
• English: Fluent.
• Chinese: A Plus.
• Prepare and issue MRQ based on PM's requirements.
• Maintain the warehouse and ensure standard parts are kept at appropriate stock levels.
• Follow the Thai patent application process and track all related documentation and record-keeping.
• Handle other office administrative tasks as assigned.

ทักษะ:

Electronics, Automation

ประเภทงาน:

งานประจำ

• About Us.
• Delta Overview.
• Milestones & Achievements.
• Board & Management.
• Corporate Governance.
• Research & Development.
• Global Operations.
• FAQs.
• Solutions.
• Industrial Automation Solutions.
• Building Automation Solutions.
• Data Center Solutions.
• Telecom Energy Solutions.
• Smart Energy Solutions.
• Display and Monitoring Solutions.
• EV Charging Solutions.
• products & services.
• Power Electronics.
• Infrastructure.
• Automation -->.
• Power Electronics.
• Automation.
• Infrastructure.
• Mobility.
• Investor Relations -->.
• Investor Relations.
• Financial Information.
• Shareholder's Information.
• Newsroom.
• Publication.
• Stock and Dividend Information -->.
• IR Contact.
• Service Support.
• Downloads.
• UPS Warranty Check.
• Datacenter Configurator -->.
• Virtual Showrooms.
• Authorized Distributors.
• FAQs.
• Sustainability.
• ESG.
• International Initiatives.
• Green Products.
• CSR Commitment.
• Download.
• NEWS & EVENTS.
• Corporate News.
• CSR News.
• Products & Services News.
• Blog & eBook.
• In the News.

ทักษะ:

Purchasing

ประเภทงาน:

งานประจำ

จัดทำทะเบียนคู่ค้าให้เป็นปัจจุบันอยู่เสมอ คัดเลือก ประเมิน จัดทำสัญญา และต่ออายุสัญญาคู่ค้าตามข้อกำหนด บริการช่วยเหลือลูกค้า หรือผู้ติดต่อกับหน่วยงานสินไหม พัฒนาคุณภาพการให้บริการสินไหมเพื่อให้ลูกค้าเกิดความพึงพอใจสูงสุด.

ทักษะ:

Electronics, Automation

ประเภทงาน:

งานประจำ

• Your main role is to support RD operations through warehouse management and administrative processes.
• Who are we looking for?.
• Maintain the RDPT Line Warehouse.
• Follow the Thai patent application process and ensure accurate documentation and record-keeping.
• Bachelor's degree in Business and Management or related field.
• Experience: No prior experience required (fresh graduates are welcome).
• Computer Skills: Excel, Outlook, PowerPoint, Word.
• Project time/progress control.
• Project planning, execution, and scope management.
• Project communication and integrated management.
• Thai: Fluent.
• English: Fluent.
• Chinese: A Plus.
• Prepare and issue MRQ based on PM's requirements.
• Maintain the warehouse and ensure standard parts are kept at appropriate stock levels.
• Follow the Thai patent application process and track all related documentation and record-keeping.
• Handle other office administrative tasks as assigned.
• Subscribe To Our Newsletter.
• Get the latest news about Delta Electronics (Thailand) products, solutions and events!.
• Enter email address.
• Connect with us.
• Get in touch with us.
• Contact Form.
• About Us.
• Delta Overview.
• Milestones & Achievements.
• Board & Management.
• Corporate Governance.
• Research & Development.
• Global Operations.
• FAQs.
• Solutions.
• Industrial Automation Solutions.
• Building Automation Solutions.
• Data Center Solutions.
• Telecom Energy Solutions.
• Smart Energy Solutions.
• Display and Monitoring Solutions.
• EV Charging Solutions.
• products & services.
• Power Electronics.
• Infrastructure.
• Automation -->.
• Power Electronics.
• Automation.
• Infrastructure.
• Mobility.
• Investor Relations -->.
• Investor Relations.
• Financial Information.
• Shareholder's Information.
• Newsroom.
• Publication.
• Stock and Dividend Information -->.
• IR Contact.
• Service Support.
• Downloads.
• UPS Warranty Check.
• Datacenter Configurator -->.
• Virtual Showrooms.
• Authorized Distributors.
• FAQs.
• Sustainability.
• ESG.
• International Initiatives.
• Green Products.
• CSR Commitment.
• Download.
• NEWS & EVENTS.
• Corporate News.
• CSR News.
• Products & Services News.
• Blog & eBook.
• In the News.

ทักษะ:

Quality Management System, Internal Audit, ISO 14001, English

ประเภทงาน:

งานประจำ

Lead Document Control and Record Control activity work with all levels in the organization. To establish and maintain document control and control of quality record system. Control Documents of Quality system and Environmental and Safety system by receive, distribute a document and also dispose and maintain the obsolete document. Work to comply with written document control procedures. Update Master list and All Related. Control and Maintain Customer & Supplier PPAP documents. Control and Maintain Master and Limit sample Advise and suggest employees about Document Control System. S ...

ทักษะ:

Budgeting, Compliance, Project Management

ประเภทงาน:

งานประจำ

• Manage daily operations of the data center, ensuring all systems function smoothly and meet quality standards.
• Develop and implement operational procedures that enhance efficiency and align with business objectives.
• Establish key performance indicators (KPIs) for operational activities and conduct regular assessments to ensure targets are met.
• Oversee resource allocation, including staffing, budgeting, and equipment management, to maximize operational effectiveness.
• Monitor financial performance, analyze cost structures, and recommend solutions to improve profitability.
• Ensure adherence to industry regulations and internal policies regarding data security and operational compliance.
• Develop and maintain disaster recovery plans to ensure business continuity in case of disruptions.
• Work with IT teams to manage infrastructure, including servers, storage systems, and networking equipment, ensuring optimal performance and security.
• Prepare regular reports for senior management detailing operational performance, challenges, and opportunities for improvement.
• Bachelor's degree in Business Management, Operations Management, or a related field; a Master's degree is preferred.
• Proven experience in operations management or a similar role within the data center or technology sector.
• Strong analytical skills with the ability to interpret financial data and operational metrics.
• Excellent leadership and communication abilities to effectively collaborate with diverse teams.
• Proficiency in project management tools and operational software.
• Knowledge of data center operations, including infrastructure management, cooling systems, power management, and security protocols.
• Detail-oriented with strong problem-solving skills.
• Ability to work under pressure and manage multiple priorities effectively.
• Strong commitment to continuous improvement and operational excellence.
• Fluent in English both written and verbal (Minimum 750 TOEIC score).
• Goal - Oriented, Unity, Learning, Flexible.

ทักษะ:

Microsoft Office, Excel, English

ประเภทงาน:

งานประจำ

• Answer customer calls with accurately, efficiently and professionally by following call center processes (English and Thai language).
• Maintain and update the necessary information for customer into related banking system with accurately.
• Follow up on customer requests/issues or escalate to supervisors when needed according to department processes.
• Perform sales activities to support business direction by providing and recommend the most suitable banking products and service to customer.
• Fulfill other work assigned by supervisors or managers.
• Bachelor's Degree in any fields.
• Able to work on shift schedule.
• Knowledge of Financial and Banking business (if any).
• Computer literate in Microsoft Office - Word & Excel.
• Customer service oriented.
• Proactive, self-motivated and high responsibility.
• Able to work in a team environment.
• Possess good service mind and patient.
• Able to work under pressure.
• FB: Krungsri Career (http://bit.ly/FacebookKrungsriCareer).
• LINE: Krungsri Career (http://bit.ly/LineKrungsriCareer).
• Talent Acquisition Department.
• Bank of Ayudhya Public Company Limited.
• 1222 Rama III Rd., Bangpongpang, Yannawa, Bangkok 10120.
• Applicants can read the Personal Data Protection Announcement of the Bank's Human Resources Function by typing the link from the image that stated below.
• EN (https://krungsri.com/b/privacynoticeen).
• ผู้สมัครสามารถอ่านประกาศการคุ้มครองข้อมูลส่วนบุคคลส่วนงานทรัพยากรของธนาคารได้ โดยการพิมพ์ลิงค์จากรูปภาพที่ปรากฏด้านล่าง.
• ภาษาไทย (https://krungsri.com/b/privacynoticeth).

ทักษะ:

Microsoft Office

ประเภทงาน:

งานประจำ

• เสนอผลิตภัณฑ์ให้กับลูกค้าของธนาคารอย่างเหมาะสม.
• ดูแลการยืนยันตัวตนลูกค้า (Verify Identity) และตรวจสอบข้อมูลตามขั้นตอนและมาตรฐานของธนาคาร.
• จัดทำและบันทึกข้อมูลลูกค้าเข้าระบบของธนาคาร พร้อมติดตามและประสานงานกับหน่วยงานที่เกี่ยวข้อง.
• รับข้อร้องเรียนต่างๆจากลูกค้าและให้คําแนะนํารวมถึงการแก้ปัญหาด้านบริการต่างๆของธนาคาร.
• สําเร็จการศึกษาปวส.หรือระดับปริญญาตรี ทุกสาขา.
• หากมีประสบการณ์ในสายงานบริการ (CS, Call Center) ยินดีรับพิจารณาพิเศษ.
• สามารถใช้โปรแกรม Microsoft Office ได้.
• สามารถทำงานเป็นกะ และปฏิบัติงานในกะกลางคืนได้.
• Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง.
• มีทักษะการสื่อสารที่ดี, มีทักษะในการต่อรองเจรจา และสามารถรับแรงกดดันจากลูกค้าได้อย่างดี.

ทักษะ:

English

ประเภทงาน:

งานประจำ

• Support our clients through our internal system.
• Reconfirm bookings upon client request.
• Manage "fees on cancelled bookings" cases upon client request.
• Be flexible and providing support to all members of the segmented skills team or other functions as and when required.
• Monitor & develop own performances on regular basis, including pending case following up.
• Participate to meetings to review business, operations and performances with Supervisor.
• Excellent to Fluent in English - written and spoken.
• New graduates are welcome.
• Flexible to work in shifts.
• At HBX Group, we believe that diversity drives innovation and makes travel a force for good. We're committed to creating an inclusive workplace where everyone feels valued and respected, embracing different backgrounds, perspectives and talents. Join us and be part of a team where diversity and equal opportunities really do make a difference.
• You will have the opportunity to work for a company that is going through significant change in becoming the world s leading travel services provider. We are looking for people that are ready to ride the wave in this exciting journey.
• Within an innovative, engaging and multicultural environment.
• Have the opportunity to build strong and lasting business relationships and friendships from around the world.
• Have the opportunity in developing your career locally or within one of our beautiful working locations across the globe.

ทักษะ:

Microsoft Office

ประเภทงาน:

งานประจำ

• ให้บริการรับสายลูกค้าที่ติดต่อโทรเข้ามาสอบถามบริการ / ผลิตภัณฑ์ของธนาคาร และรับข้อร้องเรียนต่างๆจากลูกค้าและให้คําแนะนํารวมถึงการแก้ปัญหาด้าน บริการต่างๆของธนาคาร.
• Role and Responsibilities /.
• ดูแลด้านบริการรับสายลูกค้าที่ติดต่อโทรเข้ามาสอบถามบริการ / ผลิตภัณฑ์ของธนาคาร เสนอผลิตภัณฑ์ให้กับลูกค้าของธนาคารอย่างเหมาะสม ดูแลการยืนยันตัวตนลูกค้า (Verify Identity) และตรวจสอบข้อมูลตามขั้นตอนและมาตรฐานของธนาคาร จัดทำและบันทึกข้อมูลลูกค้าเข้าระบบของธนาคาร พร้อมติดตามและประสานงานกับหน่วยงานที่เกี่ยวข้อง รับข้อร้องเรียนต่างๆจากลูกค้าแ ...
• สําเร็จการศึกษาปวส.หรือระดับปริญญาตรี ทุกสาขา หากมีประสบการณ์ในสายงานบริการ (CS, Call Center) ยินดีรับพิจารณาพิเศษ สามารถใช้โปรแกรม Microsoft Office ได้ สามารถทำงานเป็นกะ และปฏิบัติงานในกะกลางคืนได้ Specific knowledge and skill / ความรู้เฉพาะตำแหน่ง มีทักษะการสื่อสารที่ดี, มีทักษะในการต่อรองเจรจา และสามารถรับแรงกดดันจากลูกค้าได้อย่างดี.

ประสบการณ์:

5 ปีขึ้นไป

ทักษะ:

EHS Management, Teamwork, English, Thai

ประเภทงาน:

งานประจำ

• Manage DIW license applications for import, export, production, or possession of hazardous substances.
• Identify and classify hazardous substances based on DIW standards.
• Submit annual reports of chemical production or import to the DIW regarding List 5.6 or other required substances.
• Ensure storage facilities meet DIW notifications, including proper segregation, safety signs, and emergency protocols.
• Review and ensure that all chemical products have Thailand-standard 16-section Safety Data Sheets (SDS) and GHS-compliant labels.
• Auditing & Communication.
• Participate in internal and external audits/inspections by DIW officials as a subject matter expert.
• Act as the primary contact for DIW inquiries and regulatory updates.
• Lead ISO related certification work.
• Who are You?.
• Bachelor's degree in Chemistry, Environmental Science, Occupational Health & Safety, Logistics, or a related field.
• A BorChor Certificate is required.
• A Professional Safety Officer Certificate is required.
• Environmental-related certifications (e.g., waste treatment and disposal, toxic chemical management, air permits) are an advantage.
• At least 5 years of experience in chemical handling within manufacturing plants, warehouses, or dangerous goods logistics operations.
• Strong understanding of the Hazardous Substance Act, Ministerial Regulations on Hazardous Substances, and Department of Industrial Works (DIW) regulations and guidelines.
• Strong command of Thai (for regulatory documentation) and English (for SDS review and international standards).
• What competencies will you need?.
• Able to clearly convey technical and regulatory requirements to both internal teams and external stakeholders.
• Ensures accuracy in documentation, reporting, and compliance processes.
• Capable of identifying issues and implementing effective solutions in a timely manner.
• Works well with cross-functional teams and manages multiple stakeholders efficiently.
• Anticipates risks, takes initiative, and ensures compliance is maintained at all times.
• Able to commute to WHA Mega Logistics Center, Theparak Km. 21, on a daily basis.
• We are Offering.
• As part of our team here, as well as receiving a competitive base salary, you will also participate in a generous performance related bonus scheme. In addition, you will also be covered under our corporate medical insurance plan and annual leaves.
• Teamwork.
• At ESI, you will be part of a highly collaborative culture that promotes continuous improvement through cross-functional partnerships to achieve our mission. We do this through a strong and unified culture and transparent management which has empowered us to create high performing global teams that achieve superior solutions for our customers.
• Equal Opportunity Employer.
• All qualified applications will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category applicable under federal, state and local laws.

ทักษะ:

Leadership Skill

ประเภทงาน:

งานประจำ

• Overall Airport Premium Service Operations Management.
• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.
• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.
• Manage operations to ensure 24/7 service coverage, 7 days a week.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Define Operational KPIs and monitor performance across each function.
• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.
• Act as the Management Escalation Point for major operational and service issues.
• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.
• Service Operations Planning.
• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.
• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.
• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.
• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.
• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.
• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.
• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender.
• Requirements, Customer Profile, and Special.
• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.
• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.
• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.
• Butler Operations & 24/7 Service Delivery.
• Oversee approximately 8-10 Butler Team Leads and 80-100 Butler / Personal Assistant Officers across BKK and DMK.
• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.
• Define Frontline Operating Standards and Service Expectations.
• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.
• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.
• Define Decision Authority and the Escalation Matrix for Team Leads.
• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.
• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.
• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.
• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.
• After-hours & Real-time Operations Management.
• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.
• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.
• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.
• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.
• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.
• Service Quality & Service Excellence.
• Oversee the Service Quality & Training Team of approximately 2 team members.
• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.
• Define and monitor SLAs and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.
• Ensure consistency of Service Standards across BKK and DMK.
• Drive Service Excellence and Continuous Improvement initiatives.
• Training & People Capability Development.
• Define Competency.
• Requirements and Training Roadmaps for Team Leads and Butlers.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop and maintain a Skill Matrix to support Service Assignment and People Development.
• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.
• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.
• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.
• Complaint, Compliment, Service Error & Customer Feedback Management.
• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.
• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.
• Review Major Complaints and Sensitive Customer Cases.
• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.
• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.
• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.
• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.
• Corporate Standards, ISO & Certification.
• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.
• Implement Corporate Standards and Policies within Airport Operations.
• Ensure compliance with relevant ISO and Certification.
• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.
• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.
• Customer Success & Call Center Collaboration.
• Work closely with Customer Success on Customer / Corporate / Agent.
• Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.
• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.
• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.
• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.
• Revenue, Capacity & Productivity Management.
• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.
• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.
• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.
• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.
• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.
• Data-driven Operations & Performance Management.
• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.
• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.
• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.
• Process, System & Continuous Improvement.
• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking.
• Planning.
• Assignment.
• Service Delivery.
• Quality.
• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Reduce Human Error and improve Assignment Accuracy.
• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.
• Support the scaling of Operations to accommodate future Business Growth.

ประสบการณ์:

7 ปีขึ้นไป

ทักษะ:

Leadership Skill

ประเภทงาน:

งานประจำ

• Overall Airport Premium Service Operations Management.
• Take overall responsibility for the performance of Airport Premium Service Operations across both BKK and DMK.
• Define the Operating Model, Processes, Roles & Responsibilities, Decision Authority, and Escalation Flow for the team.
• Manage operations to ensure 24/7 service coverage, 7 days a week.
• Balance Service Capacity, Service Quality, Manpower Productivity, Revenue Support, and Operating Cost.
• Define Operational KPIs and monitor performance across each function.
• Identify Operational Risks, Bottlenecks, and Capacity Constraints and establish appropriate solutions.
• Act as the Management Escalation Point for major operational and service issues.
• Drive Operational Excellence and Continuous Improvement across Airport Premium Service Operations.
• Service Operations Planning.
• Oversee the Service Operations Planning Team, responsible for planning services in advance from Booking through to Service Ready status.
• Oversee the analysis of Booking Volume, Passenger Volume, Flight Schedule, and Service Demand by Airport, Time Slot, Service Type, and Customer Segment.
• Forecast Butler requirements and service capacity for the following day and future bookings, identifying peak periods and capacity risks in advance.
• Ensure the team understands the different requirements of Corporate, Agent, Family, Individual, VIP, Group, and Special Assistance customers.
• Establish manpower planning approaches aligned with Booking Demand and optimize Butler utilization to maximize service/passenger coverage without compromising service quality.
• Manage OT, Manpower Cost, Idle Time, and Resource Conflicts at an appropriate level.
• Define Assignment Principles and Resource Allocation Rules, taking into consideration Skill, Language, Experience, Gender.
• Requirements, Customer Profile, and Special.
• Oversee Forward Assignment for the following day and future bookings and ensure that every Confirmed Booking has the required resources available before the service date.
• Oversee the process of checking booking completeness and ensure the team contacts customers to clarify incomplete or unclear booking information.
• Oversee Pre-Service Confirmation, including Meeting Point, Flight Information, Service Arrangement, and Butler Information, to ensure that customers, Team Leads, and Butlers have accurate and aligned information before service begins.
• Butler Operations & 24/7 Service Delivery.
• Oversee approximately 8-10 Butler Team Leads and 80-100 Butler / Personal Assistant Officers across BKK and DMK.
• Take responsibility for Service Delivery and Frontline Operations on a 24/7 basis.
• Define Frontline Operating Standards and Service Expectations.
• Ensure readiness in terms of Manpower, Attendance, Grooming, Skills, and Service Readiness.
• Manage Butler performance through Team Leads and develop Team Leads into effective Shift Operations Leaders.
• Define Decision Authority and the Escalation Matrix for Team Leads.
• Oversee same-day operational management, including Re-assignment, Staff Swaps, Flight Delays, Staff Absences, and Resource Conflicts.
• Ensure Team Leads can resolve routine operational issues and provide immediate Service Recovery without waiting for Manager approval.
• Conduct regular on-site operational checks and monitor Service Delivery across both BKK and DMK.
• Manage Attendance, Discipline, Performance, and Productivity of the Frontline Team while building a strong Service Mindset, Ownership, and Professional Service Culture.
• After-hours & Real-time Operations Management.
• Establish the Operating Model for the period after the Service Operations Planning Team finishes its operation at approximately 21:00.
• Establish the Team Lead on Duty as the Same-day Operational Owner, with authority to adjust assignments, swap Butlers, resolve service issues, and contact customers directly for operational matters when necessary.
• Establish the Working Process between Team Leads and the Call Center to support customer information and communication 24/7.
• Define authority for Immediate Service Recovery and establish Escalation Criteria for Major / Critical Issues.
• Build an operating system that enables 24/7 operations without creating a Single Point of Dependency on the Manager.
• Service Quality & Service Excellence.
• Oversee the Service Quality & Training Team of approximately 2 team members.
• Define and control Service Standards for Airport Premium Service, including SOPs, WIs, Checklists, and Service Protocols.
• Define and monitor SLAs and Service Quality KPIs.
• Oversee Service Audits, Spot Checks, and Quality Assessments.
• Analyze Service Quality Gaps, Customer Feedback, and Recurring Issues.
• Ensure consistency of Service Standards across BKK and DMK.
• Drive Service Excellence and Continuous Improvement initiatives.
• Training & People Capability Development.
• Define Competency.
• Requirements and Training Roadmaps for Team Leads and Butlers.
• Oversee New Joiner Training, OJT, and Refresher Training.
• Develop and maintain a Skill Matrix to support Service Assignment and People Development.
• Analyze Training Needs based on Complaints, Customer Surveys, Service Errors, Audits, and Performance Gaps.
• Develop Team Lead capabilities in People Management, Operational Decision Making, Incident Management, and Customer Handling.
• Monitor Training Completion and Training Effectiveness and ensure employees meet the required Service Standards and Competency before being assigned to service.
• Complaint, Compliment, Service Error & Customer Feedback Management.
• Oversee the management process for Complaints, Compliments, Customer Surveys, Service Errors, and Incidents.
• Ensure complaints and service errors are investigated systematically through Fact Finding and Root Cause Analysis.
• Review Major Complaints and Sensitive Customer Cases.
• Define Corrective & Preventive Actions (CAPA) and follow up on Action Plans through closure.
• Analyze Complaint Trends and Recurring Service Issues and use the findings to improve Processes, SOPs, and Training.
• Coordinate with Customer Success for Formal Customer Follow-up or Service Recovery when required.
• Promote a Learning Culture that uses Service Errors as opportunities to prevent recurrence.
• Corporate Standards, ISO & Certification.
• Oversee the Service Quality & Training Team in coordinating with the central team on Corporate Service Standards, Customer Surveys, Complaints/Compliments, Training, and Certification.
• Implement Corporate Standards and Policies within Airport Operations.
• Ensure compliance with relevant ISO and Certification.
• Prepare the operation for Internal and External Audits and ensure proper Evidence and Documentation are maintained.
• Follow up on Corrective Actions from Audit Findings and connect Corporate Standards with actual operational practices.
• Customer Success & Call Center Collaboration.
• Work closely with Customer Success on Customer / Corporate / Agent.
• Requirements, Booking Changes, Capacity Constraints, Major Complaints, and Service Recovery.
• Maintain clear ownership principles: Customer Success = Customer & Booking Owner, while Airport Operations = Service Delivery Owner.
• Define the Working Process and Escalation Flow between the Call Center and Airport Operations for 24/7 Service.
• Ensure Team Leads can effectively coordinate with the Call Center and customers in After-hours or Real-time Operational Issues.
• Revenue, Capacity & Productivity Management.
• Support Revenue Achievement by increasing Service Capacity and the ability to accommodate Booking Demand.
• Monitor Capacity Fulfillment and Lost Revenue resulting from Capacity Constraints or Operational Limitations that can be managed.
• Analyze Butler Utilization, Trips/Passenger per Butler, Revenue per Butler/Man-hour, OT, and Manpower Cost to improve productivity.
• Increase Service Capacity without increasing Manpower at the same rate as Booking growth, while maintaining Service Quality Standards.
• Work closely with Commercial / Customer Success to align Capacity Planning with Demand and Business Growth.
• Data-driven Operations & Performance Management.
• Define and monitor an Operations Dashboard covering Demand, Capacity, Productivity, Service Delivery, Quality, Customer, and People.
• Monitor Booking/Passenger Volume, Peak-hour Demand, Butler Capacity, Capacity Utilization, OT, Manpower Productivity, Assignment Accuracy, On-time Performance, SLA Achievement, Complaint Rate, Service Errors, Customer Satisfaction, Audit Score, Attendance, and Competency.
• Analyze Trends and Root Causes from operational data to support manpower planning and operational improvements.
• Prepare Weekly / Monthly Performance Reviews and present Performance, Risks, and Improvement Plans to Management.
• Process, System & Continuous Improvement.
• Identify Manual Work, Duplicate Work, and Process Bottlenecks across the entire process from Booking.
• Planning.
• Assignment.
• Service Delivery.
• Quality.
• Work closely with System / Development Teams to develop Operational Tools, Dashboards, Workflows, Automation, and System Integration.
• Reduce Human Error and improve Assignment Accuracy.
• Drive improvements with Measurable Business Impact, such as increasing Capacity, reducing OT, reducing Service Errors, reducing Manual Steps, or improving Productivity.
• Support the scaling of Operations to accommodate future Business Growth.