Manager, Omnichannel Technology

  • Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Hong Leong Bank Berhad
  • 10 Dec 18

Manager, Omnichannel Technology

Job Description

Functional (job responsibilities)

  • Responsible to co-ordinate and ensure delivery of solutions to meet Hong Leong Contact Centre (HLCC) business requirements. Candidate will the PIC between HLCC and various other departments and/or external parties (vendors, partners etc.)
  • Work with HLCC Omnichannel Man ager to realize transformation vision for HLCC technology
  • To be involved in brainstorming sessions to ascertain future customer experience directives.
  • Candidate will be required to create/update/maintain standard operating procedure (SOP) manuals to ensure the department complies with company's operating policies and risk mitigation procedures
  • Candidate will participate in technical and functional meetings and will be required to contribute to solutions design with various stakeholders to ensure project delivery.
  • Able to creatively find solutions to problems and not afraid to take calculated risks to get the job done.
  • Always ready to get their hands dirty and do some development work or setup Proof-of-Concepts.
  • Self-learning and keeping oneself up to date on the trends of CX technologies in the interest of betterment of one's job.
  • Must possess a mindset of leveraging technology to address business needs as much as possible. Candidate must display the use of technology to automate as much manual work as possible including his/her own tasks.
  • To review vendor/partner proposals and provide feedback on the technicalities.
  • Manage HLCC yearly technology maintenance contracts. When required, candidate will ensure cost saving measures are put in place to lower the cost of support/maintenance
  • To track investment benefits, candidate will be required to generate ad-ho/interval reports/statistical data.
  • Supporting day-to-day BAU HLCC operational matters and liaising with cross-functional departments like IT and other business units within HLCC
  • Able to do asset management and inventory tracking.
  • Responsible for coordinating HLCC Business Continuity Process (BCP).
  • Responsible for maintenance of all user accesses of technologies deployed in HLCC.
  • Required to work nights or weekends when there is system deployment
  • Must meet all the department's KPI set for the Customer Experience Technology team
  • Bachelor's degree or Diploma in Information Systems, Information Technology, or Computer Science from an accredited college or university.

  • Minimum 5 years experiences in the following:
  • Enterprise IT solution presales/consulting.
  • Deriving solutions cutting across multiple applications
  • Hands on design, development and implementation of enterprise solutions.
  • Leadership experience has an added advantage

Special Skills
  • Excellent command in English both spoken and written mandatory.
  • Highly independent with good creative, analytical and troubleshooting skills.
  • Possesses the spirit to master new/unfamiliar solutions without the need for training.
  • Quick learner with a sharp mind and aptitude for technological innovation.
  • Detail-oriented - must be able to consider all aspects in detail when considering a solution.
  • Data-oriented - must be able to research and gather data to validate solution recommendations.
  • 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.
  • Excellent with power point with the ability to create visually appealing slides with clear message presentation.
  • Mastery of MS Word, Powerpoint and Excel is a must.
  • Not afraid to go down to the level of setting up PCs, laptops, TVs, inventory management and various administrative works.
  • Must possess knowledge in IT infrastructure which includes:
    • Server infra
    • Operating systems
    • Databases
    • Network
  • Technical experience in one or more of the following is a must:
    • Contact Centre solutions
    • CRM solutions
    • Analytics solutions
  • Experience in the following areas will be an added advantage:
    • Artificial Intelligence
    • Virtual/Augmented Reality
    • Visual and Speech analytics
  • Knowledge in programming languages is an added advantage

Certification/Licensing Requirements

  • Candidates with Presales/Principal/Architecture Consulting certificates has and added advantage.