PMO Lead – Customer Operations (Kuala Lumpur, Malaysia)

PMO Lead – Customer Operations (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS

Our client is a dynamic, fast moving organization that specializes in providing services for trading in the financial markets. With 1000+ employees, they have grown fast since their formation in 2008.  They are now looking to hire a PMO Lead – Customer Operations.

Role Purpose

The PMO Lead Customer Operations will manage the global project standards, output quality, and team members within the Customer Operations department. This will mean setting up the structure, standards, platforms, and performance expectations of the group and driving to results. Project management responsibilities include the coordination and completion of projects on time within budget and within scope. Set deadlines, assign responsibilities, and monitor and summarize the progress of the project. Prepare reports for senior management regarding the status of all global projects and ensure standard platform information and reporting to see trends and identify risks. The successful candidate will understand quality operations project management and be able to optimize on specific outcomes. Projects must deliver the required scope and budget. The PMO lead will have extensive stakeholder reach, across our client’s global enterprise and will demonstrate best practices.

Overall success measurements:

• Project completion (% attainment by quarter)

• KPI improvements (via project iterations)

• Improve efficiency (reduction in cost per ticket or cost per hour)

• Reduce contact ratio (defects per active user)

• Customer retention (Improve overall %)

• Duration of customer resolution time (net total time reduction)

Responsibilities

• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Ensure that all projects are delivered on-time, within scope and within budget
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Ensure resource availability via capacity planning and proper allocation via skill sets and competencies
• Develop a detailed project plan to monitor and track progress on a standard platform and template for information
• Manage changes to the project scope, project schedule and project costs using appropriate verification techniques
• Measure project performance using appropriate tools and techniques
• Update and manage the relationship with all stakeholders
• Perform risk management to minimize project risks
• Create and maintain comprehensive project documentation
• Hire and retain the best possible talent
• Use and continually develop leadership skills and improve the skills and performance of the project managers within the team

Qualifications 

• Solid knowledge in project management, central PMO leadership with proven experience (10+ years)

• Solid organizational skills including attention to detail and multitasking skills

• Experience setting up project tools, platforms, documentation templates, reporting business reviews, etc. for a large global team

• Project Management Professional (PMP) / PRINCE II / LSS (DMAIC) certification is greatly preferred

• Bachelor’s Degree or MBA in the appropriate field of study or equivalent work experience

• Experience creating cost models, developing and tracking budgets and financial performance

• Experience leading global teams with demonstrated success in performance management, employee satisfaction, and developing competencies and cultural values