Project Manager, Contact Centre

Claremont Consulting Ltd; United Kingdom; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading consulting firm is seeking a dynamic Project Manager to lead the delivery of an intelligent contact center platform for a bank client. The role involves full project lifecycle management, agile leadership, and stakeholder communication. The ideal candidate will have at least 5 years of experience in software project management, fluency in English, Malay, and Mandarin, and possess a relevant certification such as PMP or PMI-ACP. This position aims to enhance service efficiency and productivity in a cross-cultural environment.

Benefits

Dynamic work environment

Cross-cultural team collaboration

Qualifications

• Minimum 5 years managing medium to large software/IT projects, ideally in banking, fintech, or contact centers.
• Proven full-cycle delivery of complex projects.
• Must have PMP or PMI-ACP certification.

Responsibilities

• Oversee all phases from initiation, planning, execution, and monitoring through to closure.
• Demonstrate proficiency in agile methodologies and facilitate key agile ceremonies.
• Serve as the primary point of contact for clients and internal senior management.

Skills

Agile methodologies

Project management

Stakeholder communication

Conflict resolution

Team leadership

Education

Bachelor’s degree in computer science, IT, engineering management, or related field

Tools

Jira

Job description

Project Background:
Reporting to the Project Director or Regional Delivery Lead in Kuala Lumpur, Malaysia, this role focuses on developing a next-generation intelligent contact center for the client.
The project uses Huawei AICC as its core platform and features a customized agent desktop for the bank to enhance service efficiency, agent productivity, and intelligence.

Position Overview:
Seeking a dynamic Project Manager to lead delivery of an intelligent contact center platform for a bank client. The role includes managing scope, schedule, budget, quality, resources, and risks, with strict adherence to agile methodologies.
Fluency in English, Malay, and Mandarin is required to coordinate cross-cultural teams and stakeholders, including local clients, China-based technical teams, and vendors.

Key Responsibilities:

* Full project lifecycle management:

* Oversee all phases from initiation, planning, execution, and monitoring through to closure, ensuring the achievement of project objectives.

* Agile leadership:

* Demonstrate proficiency in agile methodologies (such as Scrum, Kanban), facilitate key agile ceremonies (Sprint Planning, Daily Stand-up, Review, Retrospective), manage product backlogs, and drive efficient incremental value delivery.

* Cross-cultural team leadership:

* Direct and coordinate cross-functional teams comprising local staff, China-based technical experts, and external vendors; foster a collaborative environment, effectively resolve conflicts, and enhance overall team performance.

* Stakeholder communications:

* Serve as the primary point of contact for clients (banks) and internal senior management; communicate clearly, promptly, and professionally in English, Malay, and Mandarin; manage stakeholder expectations and provide detailed updates on project status, risks, and issues.

* Scope, schedule, and cost control:

* Develop comprehensive project plans, monitor milestones and deliverables, and rigorously control scope changes and budget adherence.

* Risk management and quality assurance:

* Proactively identify, assess, and mitigate project risks; ensure deliverables meet established quality standards and specific client requirements, with particular focus on the stability of Huawei AICC platform integration and intelligent agent desktop functionality.

* Resource and vendor coordination:

* Allocate and manage essential project resources and oversee relationships with local vendors and partners.

* Project documentation:

* Prepare and maintain all critical project documentation, including plans, reports, meeting records, and risk logs.

Qualifications:

* Bachelor’s degree or higher in computer science, IT, engineering management, or related field.
* Must have PMP or PMI-ACP certification.
* Minimum 5 years managing medium to large software/IT projects, ideally in banking, fintech, or contact centers, with proven full-cycle delivery of complex projects.
* Strong expertise in agile methodologies (Scrum/Kanban) and tools (e.g., Jira).
* Solid knowledge of contact center tech, CRM systems, and system integration.
* Fluent in English (working language), Malay (Malaysia’s official language), and Mandarin; able to conduct technical business communication.
* Demonstrated leadership, communication, coordination, problem-solving, stress management, risk awareness, and customer-focus.
* Knowledge of Malaysia’s business environment and culture; local project experience preferred.