Manager, Project Management Office & Process Improvement (PMO & PI)

  • Competitive
  • Kuala Lumpur, Federal Territory, Malaysia
  • CDI, Plein-temps
  • Hong Leong Bank Berhad
  • 19 oct. 18

Manager, Project Management Office & Process Improvement (PMO & PI)

Job Purpose

Project Management and Process Improvement

  • Responsible for leading, follow up and documenting the implementation on ongoing business process improvements projects in Contact Centre.
  • Responsible for measuring projects/process output, performing analysis to identify long term and quick-win enhancements.
  • Inspire and influence key stakeholders to significantly improve customer satisfaction by adopting & implementing digitalization initiatives of business process improvement.
  • Participate in Process Review for defining, creating, reviewing and maintaining a complete process catalogue. Working with key stakeholders across the organization to define, document, review, and improve operational workflows in Contact Centre.
Key Responsibilities


  • Develop and manage realistic and comprehensive project plan (people, process and technology) that delivers the objectives.
  • Facilitate day to day coordination and act as a liaison between assigned project resources, project delivery owner and key stakeholders.
  • Holding project members accountable to timely completion of quality deliverables and milestone.
  • Able to translate business objectives into a coherent set of processes.
  • Prioritize activities to make the best use of the department's resources and working with operational teams to implement the changes with minimal impact on business operations.

  • Develop project team members and manage team performance in order to deliver project result as planned.
  • Coach and develop project team to enhance the project delivery.

  • Update & maintain project documentation to ensure SOP are up-to-date.
  • Provide timely project progress reports to organization, to support PMO decision making process.
  • Participate and contribute to various business projects as team member / reps for HLCC process.

Qualifications and Experience
  • Professional or tertiary qualification with 5 years related working experience (8-10 years total working experience).
  • Proven track record of working in Transformation/Improvement Projects, preferably in Banks or Contact Centre's, with evidence of leading process definition & improvement activities.
  • Industry standard qualification such as Lean Six Sigma with minimum Green Belt Certification and knowledge of one or more of the following: Project Management, Change Management Methodologies like PMP, Prince2, would be a plus.
  • Strong interpersonal, people management, influencing and communication skills.
  • Analytic thinking and well verse with Microsoft Office Utilities and other computing skills .
Special Skills
  • An Excel wizard would be a plus and skilled in Words, Power Point.
  • Good in English communication and writing skills
  • Able to communicate and work with a wide range of people
  • Passionate about statistics and data
  • Must have a strong passion in exploring new technology & digitalization.