Description
The Role:
Supports the optimization and daily management of the DKSH digital systems and platforms. This role ensures smooth platform performance, drives user adoption, coordinates enhancements with internal stakeholder, and supports digital initiatives that improve operational efficiency and customer experience.
(A) Digital Platforms
Coordinate and execute multiple digital-related projects, ensuring alignment with business strategy and objectives, including initiatives such as Customer & Client Connect and EasyOrder.
Drive user adoption and engagement of the digital platforms by monitoring usage, identifying adoption gaps, addressing user challenges, and conducting training or communication sessions where needed.
Propose enhancement and continuous improvement solutions by collecting user feedback, analysing platform behaviour, and recommending improvements to optimise efficiency and usability.
Perform User Acceptance Testing (UAT) for new features, changes, or enhancements to ensure quality and readiness before deployment.
(B) Daily Operations
Manage the daily operations of the digital platforms, ensuring smooth system performance and timely resolution of operational issues.
Upload new products, maintain listings, and update platform content to ensure accuracy, compliance, and readiness for customer use.
Handle customer enquiries via phone calls (e.g., hospitals, clinics) using Cisco Webex, providing timely support and troubleshooting related to platform usage or order-related questions.
Work closely with internal stakeholders — including Client Management, Customer Care, Supply Chain, Finance, IT, Sales, and Marketing — to address daily operational matters and ensure seamless end-to-end support.
Conduct surveys, audits, and market studies to understand competitor activity, client behaviour, customer needs, and industry trends.
Prepare documentation, reports, and updates to support tracking, transparency, and informed decision-making.
(C) Way of working
Familiar with agile manner, participating in sprint discussions, iterative testing, daily stand-ups, and rapid problem-solving to support flexible and efficient project delivery.
The Person:
Translate ideas, insights, and feedback collected from surveys, users, and stakeholders into actionable, practical, and achievable improvement goals for the digital platforms.
Demonstrate strong self-initiative by taking ownership of tasks, anticipating needs, and independently driving follow-ups, problem-solving, and improvements without constant supervision.
Strong communication skills (oral, written, and interpersonal), with the ability to clearly convey technical and non-technical information to diverse stakeholders.
Problem-solving mindset with the capability to identify issues, analyse root causes, and recommend practical and effective solutions.
Ability to work independently with minimal supervision while also collaborating effectively within cross-functional teams.
Proven stakeholder management skills, demonstrating the ability to interact professionally with internal departments, vendors, and external partners.
Familiarity with digital platforms, system workflows, or business applications, with a willingness to learn and support new technologies.
Basic understanding of project coordination or digital operations (e.g., requirement gathering, UAT, documentation) is an advantage.
Analytical and detail-oriented, with the ability to interpret data, identify patterns, and support continuous improvement activities.
Requirements:
Bachelor’s degree in Business, Information Systems, or Digital Technology fields.
Diploma holders with relevant experience may also be considered.
Advantage for additional certifications in RPA, Power Automate, Power BI and Visio.
Minimum 2 years’ experience in a similar capacity within healthcare industry
Familiar with SAP ECC system