Project Manager - Customer Experience TOM

Job Code:


Date Posted:

15 Dec 2020



No of vacancies:





The role is responsible for overall Project management and lead for all service Quality and customer experience Target Operating Model (TOM) initiatives and process alignment from initiation to execution.

  • Responsible for the overall project management end to end from initiation to execution, tracking and follow up.
  • Coordinating with respective functions/ consultants and drive the project internally with internal teams to run the project as per agreed milestone set.
  • Maintains and improve quality of implementation and check all pre-launch criteria’s.
  • Highlight any show stoppers by either respective vendor/ functional team and take required action to resolve the gap to maintain pace of the project.
  • Understand the complexities of the issues from vendor and internal teams prospective and give suitable solution with customer centric advancement and better benefit to future operation.
  • Explore latest customer friendly ways and propose easy implementation processes in cost effective way.
  • Ensures Product integration with in sync with other common platforms to make operation smooth and customer friendly while making changes in the process as suggested by consultants.
  • Department/ Function wise implementation and testing of all technological/ operational enhancement’s from service prospective.
  • Prepare monthly review documents and project trackers with updates.
  • Maintain all project status is organizational tool and closure of all gap within timeline and conduct review with core team members.
  • Update CEO office for major challenges and do follow up coordination for closure of all task on time.
  • Align respective departments/ functions as per service standard set and advised by consultants and sync up for their support for smooth process correction.
  • Keep abreast with up-to-date knowledge of emerging trend in Virtual Customer Service Technological/ Operational/ service enhancements.
  • Ensures effective closure of gap analysis and suggested TOM recommendation

  • Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies/ Technology/ Management, Finance/ Accountancy/ Banking or equivalent.
  • At least 7 to 12 year(s) of working experience and managing a large team in the related field is required for this position.
  • Experience working in Customer experience /Service Quality /Bank operation of banking / financial services/Digital Banking would be an added advantage.
  • Ability to command both spoken and written in English.
  • Strong knowledge in AI and Virtual Customer Service-related applications.
  • Possess strong problem-solving skills, leadership, professional maturity, communication skills and ability to work independently.