Project Manager – Contact Center transformation

Ambition; Hong Kong; On-site; HKD 600,000 - 1,200,000; Full time

Job summary

Commercial Bank is seeking a driven Project Manager to lead AI and digital transformation initiatives across remote banking and customer service contact centers. The role focuses on translating business pain points into actionable system requirements and managing end-to-end delivery.

You will develop training programs and oversee adoption, while driving continuous improvements to enhance efficiency and scalability in banking operations and customer support.

Qualifications

• Bachelor's degree or above in Computer Science, Business Administration, or a related discipline.
• Project Manager with cross-functional project delivery experience in Commercial Banking.
• Proven experience executing remote banking or contact center system implementation/transformation projects.
• Well versed in building requirement prototypes and writing PRDs.

Responsibilities

• Lead AI and digital transformation across remote banking and customer service contact centers, leveraging financial technology to streamline operations and improve user experience.
• Identify business pain points, translate them into system requirements, and oversee the full project lifecycle for remote banking / customer service contact center systems.
• Develop and deliver training programs on system functionalities, ensuring smooth adoption and ongoing technical support for remote banking / customer service teams.
• Drive iterative system improvements based on user feedback and data analysis, with a focus on increasing efficiency, reducing costs, and enabling scalability.

Skills

Cross-functional delivery

PRD writing

Stakeholder management

Communication

Multilingual

Education

Bachelor's degree in CS or business

Job description

We are partnering with an established and reputable Commercial Bank to find a driven and results-driven Project Manager to join their organically growing team.

Key Responsibilities:

• Lead AI and digital transformation across remote banking and customer service contact centers, leveraging financial technology to streamline operations and improve user experience.
• Identify business pain points, translate them into system requirements, and oversee the full project lifecycle for remote banking / customer service contact center systems.
• Develop and deliver training programs on system functionalities, ensuring smooth adoption and ongoing technical support for remote banking / customer service teams.
• Drive iterative system improvements based on user feedback and data analysis, with a focus on increasing efficiency, reducing costs, and enabling scalability.

Essential Experience and Skills:

• Bachelor's degree or above in Computer Science, Business Administration, or a related discipline.
• Project Manager with cross-functional project delivery experience in Commercial Banking
• Proven experience executing remote banking or contact center system implementation/ transformation projects
• Well versed in building requirement prototypes and writing Product Requirements Documents (PRDs).
• Proficient in resource integration and driving results under tight deadlines.
• Excellent cross-departmental communication and stakeholder management skills.
• Proficiency in written and spoken English, Chinese, and Putonghua.