The role is responsible for overall Project management and lead for all technical enhancements for contact center existing system and new add on and service quality, customer experience and engagement improvement initiatives and process alignment from initiation to execution.

Key Responsibilities:

• Responsible for the overall project management end to end from initiation to execution, tracking and follow up, UAT and Go-Live.
• Coordinating with BU/Functions/Consultants and driving the project internally with internal teams to run the project as per agreed milestone set.
• Maintains and improves the quality of implementation and checks all pre- launch criterias.
• Highlight any show stoppers by either vendor/VC/Functional 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 teams prospective and give suitable solutions with customer centric advancement and better benefit to future operation.
• Explore latest customer friendly ways and propose easy implementation processes in a cost effective way.
• Ensures Product integration in sync with other common platforms to make operation smooth and customer friendly while making changes in the process as suggested by consultants.
• Business Unit/ Function wise implementation and testing of all technological/Operational enhancements from service prospective.
• Prepare monthly review documents and project trackers with updates.
• Maintaining all project status is an organizational tool and closure of all gaps within the timeline and conducts review with core team members.
• Update PMO office for major challenges and do follow up coordination for closure of all tasks on time.
• Align BU/Functions as per service standard set and advised by consultants and sync up for their support for smooth process correction.
   

Other Responsibilities:

• Keep abreast with up-to-date knowledge of emerging trends in Virtual Customer Service technological/Operational/service enhancements.
•  Ensures effective closure of gap analysis and suggests recommendation for improvement.

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies Technology / Management, Finance / Accountancy /Banking or equivalent.
• At least 10 year(s) of working experience and managing a large team in the related field is required for this position.
• Experience working in Call Center/ Customer experience /Service Quality /Bank operation of banking / financial services/Digital Banking would be an added advantage.
• Ability to command both spoken and written in English.
• Strong knowledge in CRM, contact center technology enhancement and Virtual Customer Service related applications.
• Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.