Senior Specialist, System and Project

RHB Banking Group; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading banking institution seeks a Business Project Manager for its Customer Contact Centre in Kuala Lumpur. This role is critical for managing end-to-end project cycles, ensuring compliance with governance, and driving continuous improvements through technology adoption. The ideal candidate will oversee system support across multiple sites and liaise with vendors to maintain service quality. Candidates with strong project management and analytical skills will thrive in this dynamic environment.

Responsibilities

• Responsible for end-to-end project management for CCC projects and initiatives.
• Drive continuous improvement and technology adoption for Contact Centre.
• Undertake Test Manager role for major projects ensuring compliance with testing standards.
• Manage day-to-day system support for all CCC work sites and ensure compliance.
• Key liaison for Risk and Compliance related to technology risks at CCC.
• Manage relationships with key vendors to ensure service quality.

Job description

Job Description

• 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.