Job Responsibilities
Manage all Customer Experience Touchpoints inclusive of the new Digital Services and Financial Technology (FinTech) areas to fulfill company overall objectives as well as deliver and enhance customer experience and increase efficiency.
Job Descriptions
- Develop new processes and systems in order to come out with a new Customer Service Experience, applying new technology or solution to the Company
- Project management and planning of system Change Requests (CR) to meet business objectives and timeline
- Manage the requirement and implementation phases of the system change with internal resources and third-party vendors to deliver the change according to plan and budget with quality end business results.
- Assess requirements from users and recommend the best possible solutions and approaches on implementation to maximize business benefits
- Assess solutions and proposals from vendors to ensure it is the best possible approach based on requirements, workload, and timeline demands
- Implement business process improvements to enhance current KPIs and delivery
- Support post-production activities
- Support cross-functional projects
- Liaison between internal users and IT vendors in confirmation of solutions
- Lead, manage and provide guidance to the team