Manager - Group Operations (Contact Centre

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Hong Leong Bank Full time
Manager - Group Operations (Contact Centre - Project & Process Improvement)

If you are looking to excel and make a difference, take a closer look at us...
Job Responsibilities

  • Lead multiple projects with a focus on data management & business intelligence capability building
  • Develop business cases for new initiatives and track the benefits of the implementation
  • Interact with all levels of management, including seniorlevel decision makers and executives, and conduct qualitative and quantitative analyses in support of solution development
  • Champions project management disciplines and provides the processes, structures, and tools for individual project management and program management across the transformation
  • Provides a governance structure which ensures accountability and enables the predictability of the outcomes of each transformation initiative
  • Supports initiative teams with skills in process excellence, project management, facilitation, problem solving, accelerating transformation and value creation to drive toward required outcomes
  • Identify and highlight capacity, pacing, resourcing issues and any other red flag issues needing leadership attention
  • Ensure effective stakeholder engagement and communications, organizational alignment in the design and execution of initiative efforts

Qualifications

  • Degree with 5+ years of global or regional experience leading a transformation program in Backoffice Operations, Customer Experience, Analytics or IT
  • Previous consulting experience with domain expertise in Operational redesign, G&A cost reduction, global shared services (onshoring/offshoring), CRM transformation, process & ERP optimization, Lean/continuous improvement, service delivery effectiveness and productivity improvement levers
  • Highvalue personal qualities critical thinking and problem solving skills, ability to influence, work in teams, resourceful, responsible, tenacious, independent, selfconfident, highenergy, etc.
  • Strong strategic skills and executive level presence and demonstrated ability to work in a matrix environment with different cultures and background
  • Previous experience with transformation or process improvement (LEAN, Six Sigma) is desirable
  • Proven ability to build teams and cultures and thrive in ambiguous situations
  • Ability to articulate analyses and findings in a crisp and concise manner both verbally and through written presentations/communications
About Hong Leong Bank

We are a leading financial institution in Malaysia backed by a century of entrepreneurial heritage.

Providing comprehensive financial services guided by a Digital-at-the-Core ethos has earned us industry recognition and accolades for our innovative approach in making banking simpler and more effortless for our customers.

Our digital and physical offerings span across a vast nationwide network in Malaysia, strengthened with an expanding regional presence in Singapore, Hong Kong, Vietnam, Cambodia, and China.

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