Manager, HLCC Tech
To lead and manage the omni-channel and emerging technology teams in ensuring smooth operations while driving innovation Functional (job responsibilities) · Responsible to drive the respective functional teams to come up with solutions to meet/solve CX requirements/problems
· Oversee all CX initiatives (Omni-channel) to ensure timelines and objectives are met.
· Able to drive technical and CX discussions and be the catalyst for innovative thinking for the team.
· Ensure all initiatives are compliant with the Bank's policies.
· Liaise with users, internal teams and business partners drive solution workability
· Drive technical and functional meetings with users and business partners to achieve a productive outcome
· Constantly in exploration stage for new technologies and potential delivery partners.
· Partner management including solution discussions and commercial negotiations.
· Oversee Hong Leong Contact Centre technologies and drive new innovative ways to improve operation efficiency and/or increase CX
· To maximize the use of current deployed technologies to improve customer experience or achieve operational efficiency.
· Responsible to oversee the operational requirements for Hong Leong Contact Centre are met on a day to day basis.
· Ensuring all monthly and yearly designated activities (i.e. Business Continuity, Security reviews etc.) are met.
· Excellent command in English both spoken and written
· Ensuring production support is within SLA for business application systems
· Independent with good analytical and troubleshooting skills
· Possesses the spirit to try and master new/unfamiliar solutions even without training
· Ability to work in a cross-functional environment
· Quick learner with a sharp mind and aptitude for technological innovation
· Detail-oriented - produce high quality work under demanding circumstances
· Go-Getter - willing to go the extra mile with a strong work ethic; self-directed and resourceful
· Timeline driven and able to work under pressure with a clear mind
· Familiar with proposal writing
· PowerPoint and Excel is second nature