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Jobs or company...

Manager, Group Operations (Contact Centre - PMO & Process Improvement)

  • Full Time, onsite
  • Hong Leong Bank Berhad
  • Wilayah Persekutuan Kuala Lumpur, Malaysia
Salary undisclosed

Apply on

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Overview

The Manager for PMO & Process Improvement is responsible for leading the implementation on ongoing business process improvements projects at the Contact Centre. This is achieved through measuring projects/process output and performing analysis to identify long term and quick-win enhancements. The successful candidate will also play a role in inspiring and influencing the Bank’s key stakeholders to significantly improve customer satisfaction by adopting and implementing digitalization initiatives for business process improvement. This role also requires the successful candidate to participate in Process Review for defining, creating, reviewing and maintaining a complete process catalogue and work with key stakeholders across the organization to define, document, review, and improve operational workflows at the Contact Centre.

Job Responsibilities

  • Develop and manage realistic and comprehensive project plan (people, process and technology) that delivers the objectives.
  • Facilitate day to day coordination and act as a liaison between assigned project resources, project delivery owner and key stakeholders.
  • Hold project members accountable for timely completion of quality deliverables and milestone.
  • 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.

Job Requirement

  • Malaysian citizen
  • Professional or tertiary qualification with 5 years related working experience (8-10 years total working experience).
  • Proven track record of working in Transformation/Improvement Projects, preferably in Bank or Contact Centre’s, with evidence of leading process definition & improvement activities.
  • Industry standard qualification such as Lean Six Sigma with minimum Green Belt.
  • Certification and knowledge of one or more of the following; Project Management, Change Management Methodologies like PMP, Prince2, would be a plus.
  • Strong interpersonal, people management, influencing and communication skills.
  • Analytic thinking and well verse with Microsoft Office Utilities and other computing skills.

Other

  • Advanced Excel skills and intermediate skills in Word and Power Point is a plus.
  • Proficient in English (written and spoken).
  • Ability to communicate and work with people at all levels of the organization.
  • Inclination for statistics and data to inform and drive action.
  • Must have a strong passion in exploring new technology and digitalization.

What’s next?

  • Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
  • Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.

HLB Careers link:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/job/PJC-PJ-City/Manager---Group-Operations--Contact-Centre---Project---Process-Improvement-_JR0000018342

For more job opportunities, please go to HLB Careers:

https://hlb.wd3.myworkdayjobs.com/HLBCareers/

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