Asst Manager/Manager - Contact Centre (Project Management & Process Improvement)

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Functional (job responsibilities)

• Participate in the delivery of complex change programs that enhances the business.
• Development of business solutions in optimizing performance of sub processes yielding improvements for processes that are fundamentally inefficient and outmoded.
• Interact with all levels of management, including senior-level decision makers and executives, and conduct qualitative and quantitative analyses in support of solution development.
• Facilitate deployment of new processes and sustainment requirements and mitigate disruption to organization systems
• Monitor the overall project progress and deliverables in meeting targets and datelines
• Initiate system related projects to enhance the effectiveness of work processes.
• Holding project members accountable to timely completion of quality deliverables and milestone.
• Able to translate business objectives into a coherent set of processes.
• Prioritize activities to make the best use of the department’s resources and working with operational teams to implement the changes with minimal impact on business operations.

Managerial (team/group responsibilities)

• Develop project team members and manage team performance in order to deliver project result as planned.
• Participate in a collaborative team environment in dynamic process enhancements and provide project management and work streams.
• Demonstrates problem solving, leadership, conflict management, and team building skills in order to ensure a productive work environment and achievement of goals.
• Coach and develop project team to enhance the project delivery.

Organizational (organizational responsibilities)

• Update & maintain project documentation to ensure SOP are up-to-date.
• Provide timely project progress reports to organization, to support PMO decision making process.
• Participate and contribute to various business projects as team member / reps for HLCC process.
• Redesigning the current workflow to better support the organization's mission.
• Redesigning the process as a whole in order to achieve the greatest possible benefits to the organization and their customers

Realise your full potential at Hong Leong Bank by applying now.