Project Manager - Customer Experience TOM

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.