Manager, Digital Solution & Transformation Manager (Customer Services Center)

We are seeking a motivated and experienced Project Manager to join Business Service Centre , to be involved in various digital initiatives to enhance efficiency, productivity and customer experience as part of the workforce transformation and digitalisation, such as Omni channel contact centre., Web call, Cruise (CRM), chatbot on velocity and dotcom revamp .

Job Description:

Projects management:

- Work closely with business users and IT on solutioning/project initiation, implementation and post-implementation support.

- Perform business analysis and lead the requirements gathering with business users.

- Work closely with internal stakeholders to ensure the new capabilities are deployed on schedule, manage communication to drive adoption and to manage issue resolution after rollout.

- Verify that the user requirements are achievable and support business users during UAT and post-implementation phases.

- Collaborate with IT teams to resolve issues and track business benefits and objectives.

- Prepare and present regular updates to management on project status, challenges, and outcomes.

- Maintain clear documentation of project activities, decisions, and changes.

- Keep abreast of the latest technology trends and conduct proof of concept initiatives to evaluate new technologies.

Operational issue management:

- Work with stakeholders on Cruise (CRM) related improvement

- Provide suggest on enhancement and act as the primary point of contact for reporting system issues encountered by colleagues within the department.

- Collaborate with IT to ensure timely resolution of issues and follow up actively until all concerns are addressed.

Requirement

• Bachelor’s degree in Business Administration, Project Management, Information Technology, or a related field
• 2-3 years of experience in project management, preferably in the customer service industry.
• Excellent interpersonal and communication skills with positive working attitude
• Able to meet deadlines, work independently and collaboratively with internal stakeholders
• Broad technology exposure, with ability to apply the latest technology best practices and trends