Project Manager Productivity and Service Quality

5 days ago

Singapore The Bank of East Asia, Limited Full time

**Responsibilities**

**Project Management**
- Develop and manage project plans, timelines and budgets
- Coordinate and lead cross-functional teams to achieve project objectives
- Identify and mitigate potential project risks and issues
- Foster strong relationships with stakeholders to ensure alignment and successful execution
- Monitor project progress and provide regular updates to Head of Department and management team
- Ensure projects adhere to company policies, industry standards and best practices
- Drive continuous improvement and efficiency in project delivery

**Others**
- Assist Head of Department to handle and resolve all customers’ feedback and complaints in a fair, objective and timely manner
- Analyze and perform deep dive analysis of the complaints to identify root causes and systemic issues and to develop a solution to avoid future occurrences
- Manage and implement service quality initiatives within the Branch to ensure consistent delivery of quality customer service for a positive end-to-end customer experience across the Branch’s touchpoints

**Requirements**:

- Bachelor’s / University degree preferably in a technical discipline such as Engineering or Computer Science
- Minimum 3 - 5 years’ working experience in related field, preferably in banking or financial services
- Good knowledge of banking operations, processes and core banking systems
- Proven ability in managing projects relating to service or business process re-design/re-engineering, and proven track record in business analysis, process re-design, measuring and managing key process indicators
- Knowledge of project management skills, including project planning, meeting project timelines and budgets, and able to overcome challenges through problem solving, negotiation and root cause analysis
- Proficiency in programming languages and experience in Robotic Process Automation is preferred
- Six Sigma Green Belt Certification is a plus
- Certification in project management is preferred

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