Project Manager, CRM

Project Manager, CRM
Singapore Post Limited
East
Job Description
RESPONSIBILITIES
PROJECT MANAGEMENT
Engaging the BU to understand on project requirements, including scoping, systems (both internal and external) integration, schedule, budget, quality, products, processes and workflows mapping, along with risks and critical path management
Designing and implementing voice, email and chat support strategies, procedures, workflows and metrics
Designing and customising CRM systems (MSD, Salesforce) for best in class customer support
Formulating training plans and materials for new projects, with the support of trainer(s)
Setting up regional support center(s) to provide customer services to SP customers
Ensuring a smooth transition from client to ongoing operations and vice versa, with signoff from both parties
Participate in the strategic planning ofexpanding scope of support in additional geographies
Handling other IT projects for systems related to the contact center including IVR systems, CRM systems and other transactional systems
Working to develop process improvements and controls to ensure quality of deliverables
Continuously mining project data to assess overall contribution of Project to business success
Managing any other ad hoc projects as assigned by the reporting manager
OPERATIONS
Managing outsourcing vendors who partner us for contact center requirements
Forecasting of headcount requirements based on historical and projected volume, and to propose/plan for sufficient resources to meet targeted service levels
Design and customize reports in the CRM system to meet the operations requirement for clients and management reporting
Generate and interpret reporting (weekly, monthly, annually) that will yield competitive insights for SingPost programs (include subsidiaries)
Analyze data to propose and implement process improvement for SingPost programs (include subsidiaries)
Work with internal teams - operations, warehousing and technical support to deliver results for all programs
Administration of IT related systems (i.e MSD, Salesforce, NPS) used by the team to provide support to customers
Customization of reports and dashboard in PowerBI and Salesforce for reporting and monitoring purposes
Responding to customer service issues in a decisive and timely manner
Ensuring that the KPI and SLA of customer service team are met
Manage performance review of team, through predefined targets for agents and teams to ensure we meet customers and business needs
Lead and conduct weekly, monthly, quarterly and business reviews with the vendor to ensure delivery and improvement of services, in compliance with Service Delivery Contract
Participate in and contribute to quarterly and annual business reviews with the clients to review issues and explore opportunities for improvement
Management of knowledge-based system used by the team to provide customer service support to SingPost programs (include subsidiaries)
COMMUNICATION & STAKEHOLDER MGT
Lead in negotiating of new projects with clients including contracting on requirements, scope, service levels and pricing
Preparation of contracts with the support of legal for clients’ signoff
Lead in quarterly and yearly CS review with internal stakeholders
Communicate with BU heads and managers, the analysis performed on the data collected
Liaise with BU heads and other financial controllers on the costs charge in/out and recovery
FINANCIAL MANAGEMENT
Participating and managing of the yearly OPEX and CAPEX budgeting and forecasting
Ensuring that all financial transactions are properly recorded, filed, and reported
Consolidating and supporting of monthly and yearly close process, and to flag out the risks/variance
Preparing monthly and annual reports to identify results, trends, and financial forecasts
Improving efficiencies and propose areas which reducing costs across the business
Collaborating with Procurement and Finance teams to ensure proper compliance with all regulations
Reporting to Head GCS with timely and accurate financial information
Supervising and mentoring of admin team on the preparation and processing of financial transactions
Liaise with BU heads and financial controllers on the charge out and recovery for GCS
Support ad-hoc financial exercises/projects (i.e. Costs savings etc.) as assigned by the reporting manager
PEOPLE ENGAGEMENT
To lead the team in ensuring department and company objectives are met
To lead the team in developing programs to improve staff engagement
REQUIREMENTS

• Bachelor’s Degree in Information Technology / Computer Science
• At least 4 years of similar working experienced
• CRM (Preferably MSD and Salesforce) – Certification will be a plus
• Project Management (Certification in PMP will be a plus)
• Knowledge in contact centre setup and operations
• Knowledge in contact centre technologies
• Working knowledge in financials system (SAP), and familiar with (OPEX, CAPEX) controls

Additional Information
Career Level
Manager
Qualification
Bachelor's Degree, Post Graduate Diploma, Professional Degree
Years of Experience
5 years
Job Type
Full-Time
Job Specializations
Services, Customer Service, Computer/Information Technology, IT-Network/Sys/DB Admin
Company Overview
As Singapore’s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost’s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.
The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the ‘Post Office’ was officially established as a government department in 1858. To learn more about SingPost’s heritage, please visit Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).
Being Singapore’s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country’s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.
SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost’s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offerslogistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.
SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore’s ambitious plans for the future.
Additional Company Information
Registration No.
199201623M
Company Size
2001 - 5000 Employees
Average Processing Time
27 days
Industry
Transportation / Logistics
Benefits & Others
Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits
Specific Location
Paya Lebar
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