Assistant Vice President

4 months ago


Hong Kong, Hong Kong SAR China DBS Bank (Hong Kong) Limited Full time
Business Function
Technology and Operations (T&O) enables and empowers the bank with an efficient, nimble and resilient infrastructure through a strategic focus on productivity, quality & control, technology, people capability and innovation. In T&O, we manage the majority of the Bank's operational processes and inspire to delight our business partners through our multiple banking delivery channels.

Responsibilities :
  • Develop and manage project plans for contact center initiatives including new technologies, process changes
  • Lead cross-functional teams with contact center managers, IT, regional supports and external vendors
  • Manage projects to implement new contact center technologies like IVR, dialers, speech analytics and knowledge management systems
  • Oversee development of new contact center processes and workflows to improve customer experience
  • Closely track project progress, manage budgets, create status reports for stakeholder. Ensure projects are delivered on-time meeting requirements and business goals, Identify and mitigate risks that could impact project success

Requirements :
  • Bachelor's degree in Business, Technology, Computing or related field
  • 3+ years' experience managing customer service related projects
  • Proven success managing projects to improve operation efficiency or customer experience
  • Good communication and stakeholder management abilities
  • Knowledge of contact center operations, technologies and processes preferred. Hands-on experience with contact center applications like IVR, dialers, WFM will be an advantage
  • Creative problem solvers who can think strategically. Excel at building relationships and influencing stakeholders
The ideal candidate will be an experienced individual contributor with expertise in contact center operations, technologies and processes. This is a hands-on leadership role to drive strategic initiatives that enhance our contact centers.

Apply Now
We offer a competitive salary and benefits package and the professional advantages of a dynamic environment that supports your development and recognizes your achievements.

We regret only shortlisted candidates will be notified.


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