Team Manager – Digital Solutions

2 days ago

Cyberjaya, Selangor, Malaysia OCBC Full time 120,000 - 240,000 per year

As a Team Manager of the Digital Solutions & Service Analytics team, you will play a key role in driving digital initiatives & delivering insights through data analysis, to enhance efficiency, productivity and customer experience as part of the workforce transformation and digitalisation. You will lead a team handling digital projects, systems support, MIS reporting, and data analysis.

Responsibilities:

Project Management:

  • Track project milestones, risks, and budgets, ensuring alignment with business goals.
  • Manage team to ensure end-to-end project lifecycles, including planning, execution, testing, and deployment.
  • Maintain strong stakeholder relationships with internal stakeholders (e.g., IT, Transaction Banking & Business Unit) and external vendors.

Systems Support & Enhancement:

  • Oversee the maintenance and enhancement of call centre systems (e.g., CRM & telephony). Act as the escalation point for system-related issues and incidents.
  • Drive automation and digitalisation initiatives to improve operational efficiency.

Service Analytics:

  • Oversee the development and maintenance of dashboards, reports, and performance metrics to support business decisions.
  • Ensure timely and accurate delivery of MIS reports to internal stakeholders.
  • Identify data trends and provide actionable insights to improve service delivery and operational performance.

Requirements:

  • Degree in Business, Information Systems, Data Analytics, or a related field, with minimum 10 years of relevant working experience.
  • Proven experience in managing teams and driving process improvements
  • Strong understanding of call centre systems and technologies.
  • Strong analytical and problem-solving skills with the ability to interpret complex data.
  • Excellent communication and stakeholder management abilities.
  • Ability to manage multiple priorities and deliver results in a fast-paced environment.
  • Project Management certification (e.g., PMP, Agile) is an advantage.

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