People are one of the greatest assets in Boost when it comes to achieving the #OneTeamOneDream. In today’s series of Meet The Unstoppable Boosties, we have Hairunnisha Jamaludin, Head of Operational Excellence, where we find out how she takes on challenges to be Unstoppable.
Life as the Head of Operational Excellence
There is never a dull moment at Boost! It has been an exciting journey for me as it is a place where fun and learning never stops. As the Head of Operational Excellence, I work on strategies and initiatives to continue improving the lives of our Boost users and merchants.
With Customer and Merchant Operations under my wing, I oversee Customer Onboarding, Customer Support, Merchant Onboarding, Merchant Support, Operational Excellence and Fraud Operations.
Challenges & Solutions
In my perspective, challenges are adventures waiting to be explored. As we move towards the One Team, One Dream goal, we are now bringing everyone together and that has been a delicate task that I have been entrusted with. When it comes to human interaction, communication is key and with effective communication, I have witnessed how it can really bring people together.
Proud Moments & Achievements
I have the honour to work alongside some of the greatest minds and a tight-knit team that is aligned with the company’s goals. In having strong team support, I was able to deliver the first Government project, eTunai Rakyat, where I managed the programme to encourage the digitalization rate of Malaysians. It was a project that is very close to my heart.
In providing the best results to our customers, which include both users and merchants, I also had the opportunity to set up our Boost Digital Contact Centre, where we can assist our customers through our official support channels; Live Chat, Email, social media and In-App Ticketing that is managed by our Customer Support team. When this went live, it was one of my proudest moments as these channels helped serve customers better and created a more approachable outlook of our brand.
Another ‘achievement unlocked’ moment for me was when we successfully managed the eKYC product. It has come a long way from the start of this journey and to see it evolve to what amazing performance we have achieved today; I have never been so proud.
Life & Career Aspiration
I want to keep improving myself and make a difference in people’s lives no matter how small the impact may be. It could be a small gesture like a smile or a simple thank you that would mean a lot to the ones receiving them. In reflecting on what Maya Angelou said,” I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
As change is the only constant, I want to be a better person today than I was yesterday, and I want to be an even better person tomorrow than I was today.
Advice to an Unstoppable Boostie
Always go beyond, even in the smallest way in your own space. It is the little things that make the biggest difference in each day.