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The Project Manager at Kanbawza Bank is responsible for leading and managing projects across the entire project lifecycle to improve the efficiency, effectiveness, and overall quality of the Customer Service Business Unit. This role involves collaborating with various bank stakeholders (Technology, Operations, Product Development, and Compliance) to deliver projects that enhance customer satisfaction, streamline processes, and support the strategic objectives of the Customer Service Business Unit.

Project Planning & Execution

• Define project scope, objectives, and deliverables in collaboration with stakeholders.
• Develop detailed project plans, including timelines, resource allocation, budgets, and communication strategies.
• Lead and motivate cross-functional teams, ensuring clarity in roles, responsibilities, and task execution.
• Track project progress, ensuring adherence to timelines, budgets, and quality standards.

Stakeholder & Communication Management

• Build and maintain strong relationships with internal and external stakeholders.
• Communicate project updates, risks, and issues effectively to stakeholders at all levels.
• Facilitate meetings, manage expectations, and ensure alignment on project goals.
• Escalate critical issues to leadership as needed to maintain project momentum.

Risk & Issue Management        

• Identify, assess, and mitigate project risks, dependencies, and constraints.
• Develop and implement risk mitigation strategies and track resolution of issues.
• Ensure compliance with banking regulations and internal policies throughout the project lifecycle.

Process Improvement & Customer Experience Optimization

• Analyze current service processes to identify inefficiencies and pain points.
• Propose and implement best practices to enhance operational efficiency and customer experience.
• Drive continuous improvement initiatives through project execution.

Project Governance & Documentation

• Maintain accurate project documentation, including plans, status reports, risk logs, and meeting minutes.
• Provide regular project updates to management and stakeholders.
• Conduct post-project evaluations and formalize project closure

• Candidates must possess a Bachelor’s degree in Business Administration, Finance, Information Technology or related field with a Master's degree being advantageous. (PMP certification is a plus.
• Minimum (5) years of project management experience, preferably in banking/financial services.
• Excellent in project management methodologies, including planning, execution, and risk management.
• Fluent in English (both verbal and written).
• Strong analytical and problem-solving skills with a focus on data-driven decision-making.
• Strong leadership, negotiation, and stakeholder management skills.
• Be able to work under pressure and a tight timeline.
• Ability to travel as needed.
• The ideal candidate will have a strong understanding of customer service principles, best practices, and technologies specific to the banking environment.
• Demonstrated experience in managing projects focused on process improvement, technology implementation, and enhancing customer experience within a customer service department is essential