Contact Centre Transformation Manager

Hong Leong Bank Berhad; Kuala Lumpur; On-site; MYR 90,000 - 130,000; Full time

Job summary

Hong Leong Bank is seeking an experienced program manager to lead complex change initiatives and optimize business processes across the organization. The role requires coordinating with senior leaders, translating objectives into actionable processes, and ensuring project milestones are met through effective team leadership.

The ideal candidate will coach project teams, manage multiple streams, and deliver sustainable improvements aligned with the bank's mission to streamline operations and

Responsibilities

• Participate in the delivery of complex change programs that enhances the business.
• Development of business solutions in optimizing performance of sub processes yielding improvements for processes that are fundamentally inefficient and outmoded.
• Interact with all levels of management, including senior-level decision makers and executives, and conduct qualitative and quantitative analyses in support of solution development.
• Facilitate deployment of new processes and sustainment requirements and mitigate disruption to organization systems
• Monitor the overall project progress and deliverables in meeting targets and datelines
• Initiate system related projects to enhance the effectiveness of work processes.
• Holding project members accountable to timely completion of quality deliverables and milestone.
• Able to translate business objectives into a coherent set of processes.
• Prioritize activities to make the best use of the department's resources and working with operational teams to implement the changes with minimal impact on business operations.
• Develop project team members and manage team performance in order to deliver project result as planned.
• Participate in a collaborative team environment in dynamic process enhancements and provide project management and work streams.
• Demonstrates problem solving, leadership, conflict management, and team building skills in order to ensure a productive work environment and achievement of goals.
• Coach and develop project team to enhance the project delivery.
• Update & maintain project documentation to ensure SOP are up-to-date.
• Provide timely project progress reports to organization, to support PMO decision making process.
• Participate and contribute to various business projects as team member / reps for HLCC process.
• Redesigning the current workflow to better support the organization's mission.
• Redesigning the process as a whole in order to achieve the greatest possible benefits to the organization and their customers

Job description

Hong Leong Bank is seeking an experienced program manager to lead complex change initiatives and optimize business processes across the organization. The role requires coordinating with senior leaders, translating objectives into actionable processes, and ensuring project milestones are met through effective team leadership.

The ideal candidate will coach project teams, manage multiple streams, and deliver sustainable improvements aligned with the bank's mission to streamline operations and