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

Job Requirements

• Degree in Computer Science / IT / Telecommunication / Electrical & Electronic or equivalent
• Minimum 15 years of working experience in the telecommunication industry preferably in CRM, billing, Products and Promotions development and implementation
• Possess project management skill
• Strong negotiation skill
• Strong interpersonal skills with internal and external stakeholders of all levels
• Effective leadership and people management skills in guiding and motivating staff
• Good analytic and problem-solving skills with innovative thinking
• Effective time management skills and ability to handle multiple projects at the same time
• Problem escalation and solution recommendation as and when required
• Familiar with managing AOP and budgets for IT investment
• Good presentation skills in being able to articulate IT requirements which brings business benefits
• A clear understanding of work priority and impact to business and revenue streams
• Well informed and understand technology, strengths, weaknesses and costs related to IT components available in the market

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