Senior Project Manager Servicing

The purpose of the Regional Servicing Senior Project Manager role is to plan and coordinate medium to large sized technology activities and projects across APAC for customer servicing portfolio. This is a "hands-on" project management role that requires excellent organizational and time management skills, an ability to manage competing priorities across geographically dispersed teams, creative problem solving and resourcefulness to overcome project challenges, and superior communication skills to keep project stakeholders informed of progress. Responsibilities will include developing project schedules, monitoring and reporting progress, coordinating resources, and managing issues, risks, budgets and project dependencies, in line with Chubb methodologies and standards.

• Manage all phases of IT projects to the agreed scope, time, budget and quality from initiation through to closure for regional servicing portfolio across 10 markets. 
• Manage and motivate project team resources to deliver assigned tasks and deliverables
• Track team progress and identify risks/issues that may impede progress using standups/team meetings. Escalate any issues/risks on timely manner on right level of stakeholders. 
• Management of budget up to $2-3M USD for delivery 
• Review team deliverables to ensure they adhere to quality standards/customer acceptance criteria
• Develop and maintain project management artefacts e.g. project charter, schedule, budget tracking, risk and issue logs, status reports, communications plan
• Provide regular status updates to project stakeholders and APAC servicing executives across multiple markets within APAC region 
• Manage scope change requests to the agreed change control / governance process
• Manage and Work with cross functional teams to identify potential business impacts of changes and then support the business project manager to manage the actions to minimize disruption (e.g. business readiness activities such as communications, training, implementation planning, support arrangements)
• Comply with company reporting and audit needs (local and international requirements) 
• Proactively contribute by identifying continuous improvement opportunities and recommendations based on project experiences/lessons learned
• Establish a record for good stakeholder engagement, proactive communication and excellence in delivery and the support for other teams
• Ensure best practice is applied across the strategic programs, whether this be through governance, methodology or the application of technology

• Pragmatic mind set with a focus on solutions that benefit the customer
• Excellent listening, communication and presentation skills
• Flexible and adaptable in a fast paced and changing environment
• Displays excellent time management skills and can prioritize and balance workload for self and team members
• Able to influence and negotiate with stakeholders and other supporting teams to drive project outcomes
• Able to develop effective working relationships across Chubb at all levels
• Able to resolve conflicts that may arise, and clear roadblocks that impede project progress
• Displays a good understanding of IT and business change aspects of projects
• Able to travel interstate if required and work across international time zones 

Essential:

• Degree qualified in I.T. or a related discipline
• Project management certification (ie. Prince 2/ PMP) and IT Best practice knowledge
• 10+ years Project Management experience in IT and regional exposure across APAC
• Experience in leading IT project teams within and across regions for an international organization, ensuring successful project delivery across diverse platforms and multiple APAC regions
• Ability to management a portfolio of project in parallel. Proven ability to manage system integrations, testing phases, and multi-vendor coordination / vendor management.
• Experience in full SDLC project delivery ideally with a variety of methodologies i.e.  Agile, Scrum, Waterfall, hybrid delivery environments, preferred Agile certified
• Experience with a variety of project management tools eg MS Project, MS Excel, MS PowerPoint, Confluence, JIRA, SharePoint, Clarity
• Financial Management of managing more than $2M+ USD budget 
• Experience in projects related to customer service such as self-service portals, chatbots, call center omnichannel solutions (i.e. NICE CXone, Genesys), CRM systems (i.e. Microsoft Dynamics 365), 
• Experience in project related to Cloud migration (ie. Azure Cloud migration and operations impact)
• Experience with project delivery with use of Data and AI for chatbot
• Experience with business case development and deep understanding of initiative to drive OKR for servicing portfolio on cost to service, NPS, contact centre productivity and automation 
• Remote working experience, with both IT and business teams. Experience working with distributed delivery teams
• Servicing & Operation domain project delivery or SME knowledge