Team Lead, Mass 3

RHB Banking Group; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading financial services provider is seeking a Business Project Manager for its Customer Contact Centre in Kuala Lumpur. This role involves managing the end-to-end project cycle, enhancing support functions through technology, and ensuring compliance with governance standards. You will also act as Test Manager for major projects and coordinate day-to-day system support. The ideal candidate will have strong leadership skills and a commitment to delivering excellence in customer service.

Responsibilities

• Manage end-to-end projects cycle for Customer Contact Centre.
• Enhance support functions through technology adoption.
• Act as Test Manager for major testing deliverables.
• Coordinate compliance and security control monitoring.
• Liaise on technology risk and compliance matters.
• Manage vendors ensuring quality service delivery.

Job description

Responsibilities

• 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.

RHB Banking Group is a leading regional financial services provider headquartered and listed in Malaysia. Established in 1913, we offer comprehensive banking solutions across retail, business, corporate, and Islamic banking. With a strong presence in Malaysia and nine ASEAN countries, we are committed to delivering simple, fast, and seamless experiences. Guided by our brand promise, “Together We Progress,” we continue building a sustainable and inclusive future with our customers and stakeholders.