Manager - Group Operations (Contact Centre

8 hours ago

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 senior-level 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
- High-value personal qualities - critical thinking and problem solving skills, ability to influence, work in teams, resourceful, responsible, tenacious, independent, self-confident, high-energy, 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.

Job ID JR0000017088

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