Manager, HLCC Tech Manager, HLCC Tech …

Hong Leong Bank Berhad
in Kuala Lumpur, Malaysia
Permanent, Full time
Last application, 09 Nov 20
Hong Leong Bank Berhad
in Kuala Lumpur, Malaysia
Permanent, Full time
Last application, 09 Nov 20
Manager, HLCC Tech
To lead and manage the omni-channel and emerging technology teams in ensuring smooth operations while 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 (Omni-channel) 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.
· Partner management including solution discussions and commercial negotiations.
· Oversee Hong Leong Contact Centre 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.
· Responsible to oversee the operational requirements for Hong Leong Contact Centre are met on a day to day basis.
· 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
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