Head, Emerging Technology

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Hong Leong Bank Berhad
  • 19 Oct 18

Head, Emerging Technology

To solution, drive and manage new age customer experience technology initiatives in Hong Leong with the sole purpose of improving customers' experience. To lead and manage the emerging technology teams in driving innovation.

Functional (job responsibilities)

  • Responsible to drive the respective functional teams to come up with solutions to meet/solve CX requirements/problems
  • Oversee all CX initiatives (emerging tech) to ensure timelines and objectives are met.
  • Able to drive technical and CX discussions and be the catalyst for innovative thinking for the team.
  • Ensure all initiatives are compliant with the Bank's policies.
  • Liaise with users, internal teams and business partners drive solution workability
  • Drive technical and functional meetings with users and business partners to achieve a productive outcome
  • Constantly in exploration stage for new technologies and potential delivery partners.
  • To drive and assist the team in accelerating Proof of Concepts (POCs) delivery for new technologies
  • Partner management including solution discussions and commercial negotiations.
  • Oversee Hong Leong CX technologies and drive new innovative ways to improve operation efficiency and/or increase CX
  • To maximize the use of current deployed technologies to improve customer experience or achieve operational efficiency.
  • Ensuring all monthly and yearly designated activities (i.e. Business Continuity, Security reviews etc.) are met.
  • Excellent command in English both spoken and written
  • Ensuring production support is within SLA for business application systems
  • Independent with good analytical and troubleshooting skills
  • Possesses the spirit to try and master new/unfamiliar solutions even without training
  • Ability to work in a cross-functional environment
  • Quick learner with a sharp mind and aptitude for technological innovation
  • Detail-oriented - produce high quality work under demanding circumstances
  • Go-Getter - willing to go the extra mile with a strong work ethic; self-directed and resourceful Timeline driven and able to work under pressure with a clear mind
  • Familiar with proposal writing
  • PowerPoint and Excel is second nature
Managerial (team/group responsibilities)
  • Lead and manage the emerging technology team to ensure all projects are tracked and deployed in a timely manner.
  • Be a catalyst for innovative thinking within the team
  • Create synergy for cross functional collaborations and growth
  • Ensure cross training of skillsets within the team
  • Set measureable Key Performance Index (KPI) for the team.
  • Set career goals for the team
  • Provide mentorship
  • Foster a customer first mindset in the team
Organizational (organizational responsibilities)
  • Determine the KPI for the team which aligns to the department's KPI
  • Ensure all KPIs are met within designated time frame.
  • Bachelor's degree or Diploma in Information Systems, Information Technology, or Computer Science from an accredited college or university
  • Minimum 5 years experience in implementation, requirement definition, design, and software development of customer experience solutions.
  • Experience in leading a technical and functional teams
  • Experience in deploying, managing and enhancing contact center technologies

Special Skills

  • Technical experience in any of the following is a must:
    • Contact Centre technologies (Avaya, Genesys, Nice, etc.)
    • Speech analytics (Nice RTSA, etc.)
    • Crystal/Brio reports development
    • Cloud technologies (IBM Bluemix, Google, AWS etc)
    • API technologies
    • Robotics process automation (RPA)
    • Big Data
    • IOT
  • Experience in the following will be an added advantage:
    • CRM solutions (Siebel, Amdocs, Salesforce)
    • Banking systems (AS400, RBS)
  • Operating System:
    • Linux Redhat 6 and 7
    • MS Windows
  • Database Environment Familiarity:
    • Oracle Database Server
    • MS SQL Server - DTS, SSIS, SSRS
    • Batch/Scheduled jobs
  • Programming Language and Tool (optional):
    • Java open source framework / library - Spring Framework, Hibernate and Struts
    • XML, XPath, Ruby, HTML, CSS, JSON, JavaScript
    • Visual Basic 6, Visual Basic .Ne t

Certification/Licensing Requirements

  • Certified Consultant from Avaya/Genesys/Aspect/Interactive Intelligence etc.