Customer Service Project Manager

Responsibilities:

• Be the Go-to person in project managing a suite of Key Identified CS initiatives
• Track and drive timely execution of detailed Project Plan. Projects are typically cross borders, cross functional and may include system implementations and/or process redesign
• Identify/Track risks and issues, and work with relevant stakeholders to drive issue solution
• Report progress of project status to leadership team on regular basis
• Raise early warning flags and escalate issues to leadership team on a timely basis
• Document all aspects of the projects
• Identify, prioritise and deliver process improvements for CS
• Lead cross-functional team to improve CS processes by understanding current processes and propose standardisation and/or re-engineering initiatives, taking end-to-end in mind on improving CS productivity, operational excellence, and improve customer/ stakeholder satisfaction
• Take ownership of ongoing continuous measurement and monitoring processes working with functional owner

Requirements:

• A recognised tertiary education with at least 4-6 years of experience in COO/ Project Management or Customer Service/ Operation environment
• Minimum 3 years of excellent project/ process re-engineering experience, with excellent communication skills, strong interpersonal skills and proven people management techniques
• Bilingual in English and Chinese to be effectively liaising with Chinese speaking stakeholders
• Strategic thinking, analytical and result oriented
• Strong MS Excel, PPT, visio and presentation skills and excellent documentation ability
• Able and willing to adapt in a dynamic environment and have a strong sense of service
• Team player who is able to perform under pressure, multi-task, self-motivated and work independently
• PMP / PRINCE2 certified. PMI-ACP would be a plus