• Manager, HLCC Technology Jobs in Malaysia - 1010634

    Hong Leong Bank Berhad
  • 5 - 7 Years
  • Malaysia - Kuala Lumpur
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  • Posted above 1 month
  • Job Views: 24
  • Job Applicants: Less than 10

Job Description

To lead and manage the omni-channel and emerging technology teams in ensuring smooth operations while driving innovation

Functional (job responsibilities)

• Responsible to drive the respective functional teams to come up with solutions to meet/solve CX requirements/problems
• Oversee all CX initiatives (Omni-channel) to ensure timelines and objectives are met
• Able to drive technical and CX discussions and be the catalyst for innovative thinking for the team
• Ensure all initiatives are compliant with the Bank’s policies
• Liaise with users, internal teams and business partners drive solution workability
• Drive technical and functional meetings with users and business partners to achieve a productive outcome
• Constantly in exploration stage for new technologies and potential delivery partners
• Partner management including solution discussions and commercial negotiations
• Oversee Hong Leong Contact Centre technologies and drive new innovative ways to improve operation efficiency and/or increase CX
• To maximize the use of current deployed technologies to improve customer experience or achieve operational efficiency
• Responsible to oversee the operational requirements for Hong Leong Contact Centre are met on a day to day basis
• Ensuring all monthly and yearly designated activities (ie Business Continuity, Security reviews etc) are met
• Excellent command in English both spoken and written
• Ensuring production support is within SLA for business application systems
• Independent with good analytical and troubleshooting skills
• Possesses the spirit to try and master new/unfamiliar solutions even without training
• Ability to work in a cross-functional environment
• Quick learner with a sharp mind and aptitude for technological innovation
• Detail-oriented - produce high quality work under demanding circumstances
• Go-Getter - willing to go the extra mile with a strong work ethic; self-directed and resourceful
• Timeline driven and able to work under pressure with a clear mind
• Familiar with proposal writing
• PowerPoint and Excel is second nature
Managerial (team/group responsibilities)
• Lead and manage the omni-channel team to ensure all projects are tracked and deployed in a timely manner
• Be a catalyst for innovative thinking within the team
• Create synergy for cross functional collaborations and growth
• Ensure cross training of skillsets within the team
• Set measureable Key Performance Index (KPI) for the team
• Set career goals for the team
• Provide mentorship
• Foster a customer first mindset in the team
Organizational (organizational responsibilities)
• Determine the KPI for the team which aligns to the department’s KPI
• Ensure all KPIs are met within designated time frame


Bachelor's degree or Diploma in Information Systems, Information Technology, or Computer Science from an accredited college or university


Minimum 5 years experience in implementation, requirement definition, design, and software development of customer experience solutions
Experience in leading a technical and functional teams
Experience in deploying, managing and enhancing contact center technologies

Special Skills

• Technical experience in any of the following is a must
o Contact Centre technologies (Avaya, Genesys, Nice, etc)
o Speech analytics (Nice RTSA, etc)
o Crystal/Brio reports development
o Cloud Contact Centre technologies
o API technologies
o Robotics process automation (RPA)
• Experience in the following will be an added advantage
o CRM solutions (Siebel, Amdocs, Salesforce)
o Banking systems (AS400, RBS)
• Operating System
o Linux Redhat 6 and 7
o MS Windows
• Database Environment Familiarity
o Oracle Database Server
o Batch/Scheduled jobs
• Programming Language and Tool (optional)
o Java open source framework / library - Spring Framework, Hibernate and Struts
o XML, XPath, Ruby, HTML, CSS, JSON, JavaScript
o Visual Basic 6, Visual Basic Net
Certification/Licensing Requirements
Certified Consultant from Avaya/Genesys/Aspect/Interactive Intelligence etc

Profile Summary

Type:Company Job


Industry:Banking/Financial Services

Salary:Not Disclosed

Deadline:02nd Mar 2020

Company Profile

Opportunity is never lacking in our progressive and forward-thinking Bank. Growing from strength to strength as one of Malaysia's leading financial institutions, there will always be new grounds explored and fresh, untapped possibilities in the employment arena. In this area, our scope is potentially many times bigger as Hong Leong Bank is part of a large conglomerate. We are currently opening up our doors for performers who can impress us with their talents and take advantage of our competitive remuneration package, personal development programmes and challenging career paths.
Hong Leong Group use personal data in accordance with the Hong Leong Group Privacy Notice (New Applicants) which can be found at http://www.hongleong.com/download/HLG_Privacy_Notice_New_Applicants.pdf
By providing to us your personal data, you hereby consent to the processing of your personal data with the said Privacy Notice.

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