Position Objective:

The incumbent serves as the primary responsible person and take complete ownership of the end-to-end project delivery, liaison between the Business, IT/Technology and the Vendors in making sure the Business Requirements are clearly understood and translated to the functional/technical requirements and achieve projects goals and drive system adoption by conducting good quality testing and training along with good change management practices.

Drive and deliver transformation projects on time and within budget to achieve overall digital transformation goals of AIA.

Roles and Responsibilities:

Project and Delivery Management

• Business minded and approach Digital/IT projects from business perspective to make sure sustainable return from the investment
• Liaison with Business PM (as Delivery Manager) or act as General PM
• Establish good working relationship with stakeholders (management, business, IT, vendor, Group) of all level to make sure smooth deliver of the project
• Lead/support during project definition phase to 1) prepare business case and budget 2) prepare project charter and get consent from relevant stakeholders 3) present management for project approval and address their concerns if any 4) sensible project KPIs are defined to be measured against before closing out the project
• Manage day-to-day project, making sure project is delivered on time, within budget and quality expectations are met
• Conduct technical testing and support user acceptance testing and get sign-off
• Provide trainings (train-the-trainer) or manage training from vendors
• Know the importance of documentation, making sure all necessary project documentations are in place
• To make sure necessary AIA IT standard procedures and processes are followed and compliances are met
• Set up system operation procedure after go-live

Change Management

• Spent good amount of time to understand real business problem, document them and get consent from relevant people to make sure problem statement is right. When required, conduct user research to get real insights
• Appy human-centered design when relevant and approach the project from “solving human problem” perspective
• Create change management plan which might include 1) proper UAT and training 2) setting up hotline for users where they can raise issues and ask questions, etc.
• Also to make sure users are psychologically managed to embrace change and comfortable with the change
• Monitor user feedbacks/behaviors after the system go-live and take proactive measures in case of any issues or potential issues with the change

Operation Support

• Manage day-to-day system operation support after go-live
• Set up monitoring process and auto alert mechanism
• Establish incident procedure/tool and enforce user/vendor to follow the procedure
• Review operation SLAs regularly and take necessary actions to make sure system met good availability and performance requirements
• Handle day-to-day issues and monitor the completion and closure of all the incident tickets within defined SLA

SME

• Act and be considered by others as subject matter expert on respective domain (customer care, contact center, customer relation)
• Brainstorm with business owners and contribute in domain specific process and standards
• Perform quick assessment and provide high level feasibility check and recommend high level solution
• Support business users to translate business requirements into functional and technical requirements

Miscellaneous

• Participate and support IT internal governance processes such as (Technical Build Permit) TBP, Architecture Design Review (ADR) or Change Control Board (CCB)
• Support and provide best answers within one’s knowledge related to IT audit process and other compliances
• Represent Myanmar market/BU in relevant Group projects and provide necessary supports
• Perform other responsibilities and duties periodically assigned by supervisor where relevant

Qualification

• Bachelor's degree in information technology, computing, engineering, or related field

Experience

• Minimum of 5 years in IT related experience with 3+ years of IT project management/delivery experience, preferably in MNC
• Has good domain knowledge of similar/related industry and has good knowledge/understanding in Customer Care, Contact Center and CRM
• Having technical/development experience and hands on will be a plus
• Experience with both in-source and out-source model

Additional Certifications

• PMP certified is preferred
• ITIL certified (or) completed exam prep course with solid knowledge /experience is a plus

Other Skills

• Problem solver / Go getter attitude
• Excellent communication and negotiation skills
• Good decision making and conflict resolution skills