Experienced in understanding end-to-end business processes, designing scalable digital solutions, coordinating with stakeholders, and working with development team in an Agile Scrum setup
Experienced in planning and coordinating solution rollouts/ go-lives, release roadmaps, as well as driving change management and user enablement in a structured manner
Strong analytical and problem-solving orientation; leadership and project management experience preferable
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You will accompany decision-making committees and play an active role in the preparation of management reports
After a short time, you will take on independent tasks in IT projects
By working at different locations, business areas, and Group units, you will have the opportunity to get to know the Group intensively and build up a Group-wide, international network
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Expert on knowledge tools, client management tools and remote control software to help resolve at least 80% of calls online, without having to dispatch to service partners or desk side support technician.
Needs to quickly diagnose triage issues and deliver a high level of customer satisfaction.
Monitor queues for ticket misroutes, unresolved, or those requiring deep investigation.
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Serve as an execution focal point coordinating workstream activities across Process & Technology, L1/L1.5 Support, Back Office, Quality & Regulatory, Finance, and Solutions & Infrastructure.
Coordinate with Affiliate Transition Leads to monitor local readiness, site cutover tasks, shadowing/reverse-shadowing activities, and hypercare execution.
Drive alignment between technical infrastructure rollouts (e.g., CCaaS Genesys, REXIS CRM, AI tools) and operational wave deployment schedules.
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Analyse and identify key risks and develop appropriate review programmes and tests for superior’s review and approval
Conduct preliminary assessment of reviewable areas, interview appropriate personnel, determine data requirement; accumulate, verify and analyse data, observe actual practices and evaluate operational function
To perform analysis using CAATs such as ACL etc
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Steer the build activities and manage all IT projects ensuring the quality, content, costs and deadlines.
Guarantee the operational stability & efficiency.
Guarantee the operational efficiency and Service Level Agreements of the technology and infrastructure running under his/her domains and ensure that the necessary evolutions are recommended and implemented.
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