Assistant Manager

The Assistant Manager, Omnichannel and Contact Centre Automation plays a vital role in driving the successful implementation of a new cloud-based omnichannel platform tailored to meet the operational needs of the Contact Centre. This role demands proactive collaboration with the Contact Centre operations team, including the Head of the Contact Centre, agents, and supervisors, through design thinking workshops to effectively identify and articulate business requirements. The position will also engage closely with stakeholders from Digital and Technology teams to propose innovative solutions and develop comprehensive business requirement documents that lay the groundwork for project initiation.

Key responsibilities include managing project timelines, assessing potential risks, and coordinating interdependencies to ensure smooth execution. This role focuses on delivering new features and enhancements for contact centre platforms, such as Omni-Channel and CRM. Furthermore, it encompasses the creation and execution of change management strategies, providing critical training and support to the contact centre team, and facilitating a seamless transition to new digital platforms and functionalities.

Lastly, this role will serve as the Subject Matter Expert (SME) for contact centre platforms, responsible for maintaining and updating the functional documentation specifications. They will also provide expert guidance and respond to inquiries regarding platform features and capabilities to ensure optimal utilization and performance.

Principal Accountabilities:

1. Manages the delivery of the platform's capabilities/features for the Contact Centre.
2. Proficiency in managing platform configurations, to enable the business to deploy change quickly.
3. Collaborate with the Contact Centre operation team to conduct design thinking workshops to improve or address operational needs.
4. Work closely with stakeholders to propose To-Be solutions and present them to Contact Centre Leadership.
5. Collaborate closely with the Project Management Office (PMO) and Technology teams to effectively translate business requirements into actionable user stories, ensuring alignment with overall business objectives throughout the project delivery process.
6. Manage and prioritize the platform backlog by facilitating regular sessions with the Contact Centre Leadership team, ensuring the continuous delivery of features and enhancements to improve the Contact Centre's performance.
7. Subject Matter Expert (SME) for contact centre platforms, responsible for maintaining and updating the functional documentation specifications.

Project Management:

1. Manage project timelines, risks, and dependencies and escalate issues as needed to ensure successful outcomes.

Change Management:

1. Develop and execute change management strategies to ensure smooth transitions during digital transformation initiatives.
2. Provide training and support to Contact Centre staff to maximize adoption and proficiency with new tools and processes.
3. Develop and deliver training programs for Contact Centre staff to ensure effective use of digital products and tools.
4. Provide ongoing support to users, addressing issues and ensuring optimal utilization of CX technologies.

Stakeholder Collaboration:

1. Work closely with cross-functional teams, including operations, technology, and digital, to ensure that all initiatives are strategically aligned with the bank's overarching business objectives and drive measurable outcomes.

Requirements

Education and Experience

1. Degree in Information Technology or Business Management.
2. Over 8 years of experience in digital transformation, business analysis, or product management.
3. Demonstrated experience in leading teams to deliver technology-related projects.
4. Strong domain knowledge of the financial industry.
5. Proficient in configuring platforms for Customer Relationship Management (CRM) and Omni-Channel solutions, including Salesforce, Microsoft Dynamics, Freshworks, Genesys, NICE CXone, Avaya, and CISCO.
6. In-depth knowledge of technical terminology with hands-on experience collaborating with development teams (e.g., APIs, Microservices, Payloads, etc.).
7. Solid understanding of project management methodologies, including Agile practices.
8. Experience in technology consulting is an added advantage.