Job Purpose

The role is responsible for overall Project management and lead for all technical enhancements for contact center existing system and new add on during the project period.

General Responsibilities and Duties

• Responsible for the overall project management end to end from initiation to execution, UAT and Go –Live.
• Coordinating with vendor and drive the Project internally with internal tech team to run the project as per agreed milestone set.
•  Maintains and improve quality of implementation and check all pre-launch criteria.
• Highlight any show stoppers by either vendor/Tech/operation team and take required action to resolve the gap to maintain pace of the project.
• Understand the complexities of the issues from vendor and internal tech prospective and give suitable solution with tech advancement and better benefit to future operation.
• Explore latest technological enhancements and propose easy integration processes in cost effective way.
• Ensures Product integration with in sync with other common platforms to make operation smooth and customer friendly.
• Site wise implementation and testing of all technological enhancement’s
• Prepare monthly review documents and project trackers with updates.
• Do cost comparison with different vendor proposals and shortlist the best-in-class option from both operational and cost aspect.
• Responsible for all new and existing technical project management and best in class proposal primarily focusing on AI, Phone Banking,IVR,Voice-Video Chat, Process automation ,Video  calling. Viber banking to name a few.
• All new site launch on time with technical coordination and go live on time. (Site visit and coordination when pandemic situation subsides)
• Keep abreast with up-to-date knowledge of emerging trend in Virtual Customer Service technological enhancements.
• Ensures effective launch for each enhancement.

• At least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Technology / Management, Finance / Accountancy /Banking or equivalent.
• At least 12 year(s) of working experience and managing a large team in the related field is required for this position.
• Experience working in Contact center technology /Customer service operation of banking / financial services/Digital Banking would be an added advantage.
• Strong knowledge in AI and Virtual Customer Service-related applications.
• Possess strong problem-solving skills, leadership, professional maturity, communication skills and ability to work independently
• Can speak and written as English very well.