Primary Objective:

• Business Project Manager for Customer Contact Centre (CCC) responsible to end-to-end projects cycle and management for CCC projects and initiatives in as well as cross business support and collaborate for bank wide projects.
• Drive continuous improvement and further enhance support functions to Contact Centre through technology adoption and optimization opportunities and analysis and act business analyst for CCC.
• Undertake Test Manager role for big projects in CCC responsible in managing end-to-end testing deliverables to ensure test processes, standard and methodologies comply to bank’s project governance as per guidelines laid down by TCOE.
• Responsible in managing and coordinating day-to day system support for all CCC work sites i.e. Menara AA, RCOE PJ and Kuching, providing support and coordination on compliance and security control monitoring matters in CCC and also responsible for coordination of Business Continuity Plan and Disaster Recovery Plan for CCC.
• Key liaison for Contact Centre on Risk and Compliance related to technology risk and compliance ensuring CCC complying with governance in project execution and implementation.

Manage and work with key vendors as necessary especially on the quality of services delivery.

Key Responsibilities:

Business Project Manager

• Managing and coordinating projects management for Contact Center system to improve contact center performance, CCC services, performances and customer experience.
• Business key lead project manager and main liaison for CCC with all stake holders including Group Technology and cross business stakeholders and project working group for medium and big size scale CCC projects and initiatives.
• Supporting project director and Squad Lead in required activities in project execution at project working group, project steering committee level and many other including preparing paper and presenting paper to relevant approving committees.
• Key liaison for engagement with IT Risk and Compliance with regards to technology risk and compliance assessment related to project and initiatives
• Managing / executing User Acceptance Testing (UAT) for CCC projects.
• Key liaison and gate keeper managing IT project budget for Contact Center (IT CAPEX & IT OPEX)

Business Analyst
Help to define business problems via in-depth investigation and gathering of technical and non- technical information to further improve and enhance support functions to Contact Centre including collaboration cross unit team for operation and services improvement through technology adoption and further improvement services to better address customer needs
Test Manager

• Act as single point of contact for all testing deliverables within project.
• Ensure compliance to the mandated test processes, standards and methodologies
• Prepare Test Strategy and review test deliverables developed by project team (e.g. Technical Lead / Business User).
• Manage overall testing deliverables for reviews and sign-off and facilitate communication between different stakeholder teams of project.
• Perform test management activities such as test requirements clarification, test environment and test data coordination, test cases development progress tracking and communication, coordinate smoke testing prior SIT/UAT starts, test strategy walkthrough, coordinate and obtain test sign off for all levels of testing.
• Lead defect triage meetings, classification of defects and track defects until closure and ensure timely escalations of critical issues to the test management.
• Provide operational/ day to day status reports to Business PM and IT PM.

Business and System Management

• Providing system support for contact center to ensure smooth running of all systems use in customer contact center.
• Coordination of Business Continuity Plan and Disaster Recovery Plan for CCC.
• In charge of systems security control for CCC.
• Administrator IDs and system availability which falls under the care of Call Centre.
• Maintain RHB Phone banking (IVR) and Music on Hold & evaluate performance of IVR Vendor.

People & Process Management

• Having good inter-personal skill and able to communicate effectively with people of all level.
• Establish relationship with peers throughout the organization to ensure excellent information flow and feedback on impacts of process, policy and service changes.
• Provide co-creation and ideation to resolve complex issues which are beyond ordinary capabilities.
• Review and analyze projects impacts on operational aspects to ensure accuracy for sound decision making process and move forward.
• Generate idea and enhance current processes for improvement / risk mitigation.

Others
As CCC team members, to be involved in special task(s) assigned to by Heads or relevant committees, as long as within the Bank’s policy and guideline.

Requirements:
Bachelor Degree - Minimum a Diploma or Degree / minimum 5 years experience in Contact Centre operation, business strategy and management.

Minimum 5 years experience in Contact Centre operation, business strategy and management

• Analytical, problem solving and leadership skill in providing supporting functions to Contact Centre operation on voice and non-voice services.

• Strong understanding and hands on skill and experience on project management in particular as business project manager.
• Strong understanding and knowledge of change management cycle.

• Strong understanding of Test Management guidelines and governance.
• Solid understanding of Contact Centre technologies.
• Strong interpersonal, communication and problem- solving skills and ability to work with internal and external people.
• Strong understanding of bank’s / banking systems, process, policy, procedures, guidelines and products.

Basic computer literacy (MS Word, Power Point, Excel Internet, Outlook etc.) is a must.

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards