Project Manager - Software Development (Bangkok, Thailand)

Our client is a leading International Insurance and Financial Services firm in Bangkok, Thailand. They are looking to hire a Project Manger - Software Development to join their team, overseeing software projects from start to finish, managing deliverables and motivating software developers and other team members, giving customer presentations, and writing project proposals. To be successful as a software project manager, he/she should have a good working knowledge of project estimation techniques and the ability to motivate team members. He/she should have good communication and decision-making skills.

Responsibilities

• Discuss potential projects and their parameters with clients, executives, and software developers.
• Planning out the blueprints for software projects, including defining the scope, allocating resources, setting deadlines, laying out communication strategies, and indicating tests and maintenance.
• Participating in and supervising each stage of the project. Ensuring each project stays on schedule and adheres to the deadlines.
• Creating a project budget and ensuring the project adheres to the budget as closely as possible. Determining and overseeing consistent testing, evaluation, and troubleshooting of all products in all stages of completion.
• Tracking milestones, deliverables, and change requests. Serving as a liaison to communicate information regarding changes, milestones reached, and other pertinent information.
• Delivering completed software products to clients and performing regular checks on the products' performance.

  Qualifications 

• A bachelor's degree in information technology, software development management, software engineering, computer science, or a related field preferred.
• 3 or more years of experience in project management and software development.
• Good working knowledge of project estimation techniques. Excellent technical knowledge.
• “Can Do” Attitude –Ability to take on more than project responsibilities
• Communication Skills –Written and verbal – Exceptional English

 

Program Specialist - Operational Excellence (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 for a Program Specialist - Operational Excellence.  The process excellence team supports our client's customer services operations in achieving client and employee satisfaction, optimal results on efficiency metrics while earning maximum potential in performance through sustainable and repeatable process improvement strategies. The PE Analyst will monitor, participate, and document process improvement projects to drive better performance and profitability. Provide both consultations, coaching, and direction to the operations teams to reach their internal and external goals via technical methodologies (i.e., Six Sigma, Lean Sigma, COPC, Change Management, Project Management, etc.). The PE Analyst will create new processes and systems with the highest output quality, structured in a way allowing our client to use them as standards for their services and products as we scale. This means adhering to the standards of structure, tool use, templates, and performance expectations of the group projects. 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 progress of the project. Prepare reports for senior management regarding the status of all assigned projects and ensure standard platform information and reporting to see trends and identify risks. The successful candidate will understand quality operations project management and is able to optimize on specific outcomes. Project Managers will have extensive stakeholder interaction and will demonstrate solid communication and cultural attributes of our client. 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 rate (defects per active user)

• Customer retention (Improve overall %)

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

Responsibilities

• Design, analyze, and create programs to improve the way our client's support teams work in customer service operations

• Ideate and develop analytical frameworks to support the company in new markets and products

• Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to understand core issues through observation, facts and data

• Define a roadmap and drive cross-functional projects to improve the key operational metrics, such as customer satisfaction, quality, and productivity

• Create and maintain process documentation of the customer support operations

• Approach the customer operations performance or quality obstacles in a methodical manner in collaboration with other relevant teams to ensure continuous progress

• Introduce industry best practices and keep up to date about related trends

• Create appropriate tools (e.g., project reports, dashboards) to measure the progress against the goals and update stakeholders

• 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

• Measure project performance using appropriate tools and techniques, and maintain comprehensive project documentation

• Perform risk management to minimize project risks

Qualifications 

• Solid knowledge in scaled customer services industry, process improvement, and project management with a proven track record in successfully driving technical operational projects (3+ years)

• Experience in end-to-end management of operational improvement initiatives from discovery to closure (DMAIC)

• Knowledge of customer service and scaled operations standards and best practices

• 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

• Certifications including LSS (DMAIC) or COPC are 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 in guiding and leading junior members in the team (when applicable)

Program Specialist - Loyalty Programs (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 for a Loyalty Program Specialist who will support the Loyalty Program Lead in managing and improving the company’s loyalty programs directed to our client's most important clients and partners. This will mean setting up the structure, standards, platforms, and performance expectations of the function to drive continuous improvement of our  client's processes, policies, and tools. The successful candidate has knowledge of methodologies used in analysing customer feedback as well as the ability to design and drive improvements through cross-functional programs. Projects should be delivered within the required scope, timeline, and budget. The Loyalty Program Specialist will report to the Loyalty Programs Lead in Customer & IB Operations. Overall success measurements:

• Project completion (% attainment by quarter)

• KPI improvements (via project iterations)

• Customer retention (Improve overall %)

• Premium customer satisfaction

• Other key Loyalty metrics

Responsibilities

• Actively implement and improve the company’s loyalty program activities

• Design, launch, and manage loyalty programs for our client's most valued clients and partners

• Coordinate internal resources and third parties/vendors for the flawless execution of projects

• Ensure that all projects and activities 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, and maintain comprehensive project documentation

• Update and manage the relationship with all stakeholders

• Perform risk management to minimize project risks

Qualifications

• Knowledge in project and program management with a proven track record in successfully driving complex cross-functional projects (3+ 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 Certification is a huge plus but not absolutely necessary (Project Management Professional (PMP) / PRINCE II / LSS (DMAIC))

• 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

Program Analyst - Product (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 for a Product Analyst - Product.  This is a project-based, business-improvement role for our client's web based personal account platform. You will guide our client's businesses to improve processes and operational efficiency by identifying and managing the execution of platform enhancements that reduce the need of our client's customer support personnel to intervene. You will gather, document, and analyze requirements around business challenges, and then produce data-driven solutions. Think of  the role like an interpreter for communication between IT/ technology implementation teams and business and operations stakeholders to ensure all involved work together to attain the best results. Your overall goal is to reduce our client's customer service contacts and time spent in processes that can be automated, streamlined, or made self-service through technology solutions ($ savings). Overall success measurements:

• Project implementations (completed projects score)

• Improve efficiency (Total Resolution Time)

• Contact rate

• Improve Account Management (Retention rate, customer segmentation)

• CSAT (Customer and stakeholder score)

Responsibilities

• Communication - creates an environment for open conversations between the Product technology team and the business/ operations to clearly communicate information and requirements of the request types

• Gather requirements - Must understand project goals and clarification on what stakeholders want to accomplish and how that will be measured. Interview stakeholders, research information or processes related to the project, and observe teams as they work to provide better context into requests

• Documenting requirements. Recording what was discussed, seen, and learned. Be clear and concise with the correct technical terminology so the information can be easily understood by stakeholders and anyone else involved

• Analyzing information - review requirements to best direct developers on how to accomplish their team’s business goals. Use data and priorities to provide more detail and be able to provide operational examples

• Implement solutions - based on analysis identify options for solving business challenges through managing the implementation of enhancements through robust project management. Choose the best option and move forward with the best solution. Ensure solutions are running smoothly and as expected by confirming stakeholders are seeing benefits. Escalate if anything else is needed to support the implementation through steady-state

• Testing and audit - Maintains steady-state testing and audit processes for key solutions. Coordinate with Customer and Partner Operations teams for documentation and sample sizes. Build documentation material to support the implemented solution

Qualifications

• 3+ years of project management experience

• 3+ years building requirements and implementing solutions between Product systems and business owners

• 3+ years driving product/ process improvement initiatives based on data

• 3+ years in brokerages or fintech preferred

• Bachelor’s Degree, preferably in technical and/ or financial backgrounds
• COPC certification preferred
• Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc)

• Must have strong mathematical and statistical skills to maintain accurate data reporting

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software

• Knowledge of ACD/Call routing, Telephony PBX inbound/ outbound

• Functional Knowledge of operating WFM software

Program Analyst - Analytics (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 for an independent Reporting Analyst to join their Global Customer Service Operations organization’s Analytics & Reporting team. The A&R team is responsible for designing, building, automating, and managing our client's operations’ performance reports and dashboard, executive reports (MBRs, QBRs), and people performance. They play a key role in ensuring smooth running of our client's operations and continuous improvement of the way we work. The team also performs business analysis, measurements, and reporting using internal data as well as independent external sources to measure the effectiveness of both current operations, team, processes, and specific project deliverables. Support the creation, configuration and management of data capture tools required. The individual will also be responsible for providing operational insights through in-depth and thorough data gathering, scrubbing transformation and analysis. The role will assist in developing standardized reports, dashboards and self-service access to critical information for individuals across all the operational groups. By working with the rest of the A&R team, you will be part of transforming many aspects of our client's customer service operations. This person may also be responsible for the successful execution of the identified A&R projects, change requests, and other related activities. Responsibilities

• Work with the A&R Lead to help define operational reporting requirements of our client's Customer Service organization and help to build them up (incl. SLA and Ops Performance Reporting, Employee Performance Reporting; and Executive Reporting)

• Identify potential data sources and solutions

• Develop customized reports, analyses, and/or data visualizations that answer the business problem

• Assist in operational insights development that can uncover opportunities for continuous improvement of our client's operations

• Ensure data is presented in a structured and easy to understand manner with actionable insights

• Provides research and data gathering activities to enrich the data set

• Implement controls on processes that ensure data integrity and accuracy across the entire reporting workflow

• Manage assigned projects and support activities of the team

• Partner with operations, BI team, WFM, and other key teams to resolve upstream issues that impact our client's ability to make data-driven decisions and continuously improve their operations

• Build strong relationships with internal stakeholders around the organization

• Introduce industry best practices and keep up-to-date about related trends

• Design and create appropriate reports and dashboards to measure the operations’ teams performance

Qualifications 

• Degree qualified in relevant discipline preferably IT/ Engineering/ Finance

• Experience in performing operations reporting activities, KPI/Performance reporting, finance, and/or analytics (3+ years of delivery in analytics role)

• Skilled in programming languages (Python, SQL)

• Project management of new applications/ products and/ or reporting structures is a huge plus

• Knowledge of data automation and visualisation tools is highly preferred - Tableau, PowerBI, DataStudio, and ability to implement as appropriate

• Effectively locates, queries, cleans, and analyses quantitative data to draw relevant insights

• Clarity in understanding and communication of insights to stakeholders both internal and external

• Passion to see their insights getting used to continuously improve the rest of the team works

• Solid organizational skills including attention to detail and multitasking skills

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

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

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

HR Business Partner - (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 for a HR Business partner to provide HR advice and support to the assigned departments and assist the Head of HR in all facets of Human Resource Management.

Responsibilities

• The focal point of HR for employees and Managers in the respective Department.

• Responsible for all aspects of an employee’s lifecycle.

• Execute HR processes, initiatives and ensure compliance/adherence to HR Policies.

• Work closely with the Head Of HR to identify the critical business/organisational needs, challenges and people trends.

• Partner & collaborate with the business HODs to identify and align HR strategies to business needs.

• Manage employee’s onboarding and ensure HR knowledge management is cascaded to all employees periodically.

• Facilitates performance management, employee development, assist in compensation reviews, and HR Operations matters

• Be the voice of the employees to HR and the face of HR to the employees, ensuring successful HR programs, initiatives and processes.

• Anticipate, address & resolves HR issues impacting the business and provide insights, recommendations, and solutions when needed.

• Manage disciplinary issues, and any other employees issues and advice Managers on the next steps to take.

Qualifications

• Minimum academic qualification: Degree in HR Management / Business Management/ or equivalent

• Minimum experience 7 years as an HR Generalist, with 3 solid years in HR Operations

• Experienced in HR business partnering

• Excellent interpersonal and communication skills, with a service mindset

• Proficient in English, verbal and written

• Ability to work in a fast-paced environment, adaptable to change and agile

• Able to work in a team and individually when need be

• Excellent facilitation skills to run workshops/focus groups as and when necessary.

• Able to drive effective change management for HR initiatives across the organisation

• Strong execution focus, combined with the ability to multi-task, with attention to details, and result-oriented

 

Customer Experience Lead - (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 looking to hire a Customer Experience Lead to manage the CX function within the Customer Operations department. This will mean setting up the structure, standards, platforms, and performance expectations of the function to drive continuous improvement of our client's processes, policies, and tools. The CX Lead will drive proactive improvement in a variety of CX metrics, such as contact rate, CSAT, FCR, and resolution time. The successful candidate will have an in-depth knowledge of the methodologies used in analysing customer feedback as well as the ability to design and drive improvements through cross-functional programs. Projects should be delivered within the required scope, timeline, and budget. The CX Lead will also have extensive global stakeholder reach. The Lead will be expected to hire, manage, and develop junior members of the team. The CX Lead will report to the Lead of Central Customer Services in Customer & IB Operations. 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 rate (defects per active user)

• Customer retention (Improve overall %)

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

Responsibilities

• Design, analyse, and create actionable insights from customer feedback

• Help the Customer Support organization understand our customer needs and identify pain points

• Dive deep, recommend and own solutions to drive outcomes from root-cause analysis to understand core issues through observation, facts and data

• Define a roadmap and drive cross-functional projects to improve the customer experience and key metrics, such as customer satisfaction, defect/ contact rate, and quality

• Approach the customer journey obstacles in a methodical manner in collaboration with other relevant teams to ensure continuous progress

• Audit accounts, study customer escalations and develop a deeper understanding of customer concerns

• Partner with customer support and business teams to resolve upstream issues that impact customer experience

• Build strong relationships with internal stakeholders around the organization to understand and recommend CX related priorities

• Introduce industry best practices and keep up-to-date about related trends

• Create appropriate tools (e.g. project reports, dashboards) to measure the progress against the goals and update stakeholders

• Build the team by designing, hiring, retaining, and developing the talent needed in the CX team

• Use and continually develop leadership skills and improve the skills and performance of the project managers within the team

Qualifications 

• 8+ years of relevant work experience in improving CX through program management, customer research and analytics, and/or customer experience

• Experience setting up project tools, platforms, documentation templates, reporting business reviews, etc. for large global/ regional teams

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

Internal Communications & Project Manager (Kuala Lumpur, Malaysia)

OUR CLIENT IS OPEN TO APPLICANTS FROM OVERSEAS This position will officially be known as the Communications and People Project Manager. 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 looking to hire a  Communications and People Project Manager to steer the people and internal communications strategy and implementation across our client’s Customer and IB Operations organization. This highly driven and independent individual will design and create new processes, people programs, engagement activities, internal communications plans and strategies with the highest output quality, structured in a way allowing our client to use them as standards for services and products as they scale. This person is also responsible for the successful execution of the identified projects, change requests, and other related activities. 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 assigned 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 within a given budget. Project Managers will have extensive stakeholder interaction and will demonstrate solid communication and cultural attributes of our company. Overall success measurements:

• Project completion (% attainment by quarter)

• Employee satisfaction

• Communications and events satisfaction

• Rewards & Recognitions compliance/ penetration rate

Responsibilities

• Design and actively implement and refine internal communications plans and cadence of the division

• Partner with top leadership in communications, people engagement, and management reporting strategy

• Create high quality business communications (in English) and lead change management initiatives

• Design and execute events, strategic planning sessions, town halls, award ceremonies, all-hands, and summits

• Design, launch, and manage people initiatives, such as rewards & recognitions programs, employee well-being programs, and performance management programs to name a few

• Establish “engagement by design” via tracking and utilizing related people and events data

• 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, and maintain comprehensive project documentation

• Update and manage the relationship with all stakeholders

• Perform risk management to minimize project risks

Qualifications

• Solid knowledge in project management with a proven track record in successfully driving complex cross-functional projects (5+ 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 in guiding and leading junior members in the team (when applicable)
• Full professional English proficiency

Talent Management Assistant (Cologne, Germany)

Our client is a British International School Located in Cologne Germany.  They are currently seeking to hire a Talent Management Assistant to join their small but growing team.

Role Purpose

Defining the school's talent management programmes and experiences. the successful candidate will partner with various stakeholders to identify skill gaps and have the opportunity to support the design of new learning solutions to meet business needs. This is a new role reporting to the Head of Recruitment & Talent Management and an exciting opportunity to shape the future development of our client's employees.

Responsibilities:

• Support the Head of Recruitment and Talent Management in establishing a group-wide talent management system for the school. • Work closely with the recruitment department to optimise sourcing and hiring methods for attracting and selecting high-potential employees. • Assist in the creation and communication of the school’s talent management strategy. • Be an open point of contact for all employees, discussing available career path options and helping them grow and reach their full potential. • Succession plan and ensure training is aligned to support the plan. • Conduct skills gap analysis to determine talent management priorities and opportunities. • Develop and maintain excellent working relationships across the school group and within HR. • Prepare, maintain and check training budgets based on all relevant information. • Establish strong relationships with training providers and conducting price negotiations for newly approved training providers, taking into account the available budget and applying professional judgement. Qualifications • Training in Human Resources Management or relevant field. • Proven experience of actively assessing and developing talent in a strategic manner. • At least 2+ years’ experience of working in a Talent Management environment with experience of succession planning, talent mapping, etc. • Excellent written and verbal communication skills in English are a prerequisite for this position, German language skills would also be beneficial. • IT literate with a good knowledge of Microsoft Outlook, Word, PowerPoint, and Excel • Excellent organisational skills with attention to detail, innovative problem-solving, and creative thinking • Self-directed, resourceful, and creative with the ability to manage your own time and work autonomously, able to work from your own initiative with drive and enthusiasm. • A positive individual with a can-do attitude and the ability to work well as part of a team • A working knowledge of the British education system would be advantageous but is not essential • Passion for learning and people development. • Willing to show flexibility with travel and working hours when needed.

Dental Sales Representative - (South Taiwan)

Our client is a leading innovator of implant-based dental restorations. They work everyday to perfect every aspect of esthetical dentistry for their customers, and their patients, around the world. They are looking to hire a Dental Sales Representative to service the South of Taiwan. Role Purpose Responsible for achieving or exceeding sales and service goals mainly in dental clinics and/or dental laboratories within an assigned territory, through the effective selling and promoting of company's products, solutions and services to existing and potential new customers within the framework of organizational policies and directives. Accountabilities

• Accountable for Dental Implant Sales and business development of the area
• Responsible for Dental Clinics and hospitals and after Sales Services
• Aggressively deploy new customer initiative
• Managing inquiries from new / existing customers
• Build and implement customer relationship management processes
• Assist supervisor and sales manager in business and marketing development
• Accurate planning and forecasting of sales performance
• Work closely with supervisor and sales manager to achieve sales target and excellent customer services
• Liaise for special assignments such as conventions and exhibitions etc.

Other Criteria:

• Candidates with 2-3 years of relevant experience in the Clinical Field
• Good sales process management and understanding/discipline
• Ability to target and support customer’s needs and build up a good relationship with customers
• Positive attitude in problem-solving
• Exceptional communication and presentation skills
• Well-developed business analysis skills including opportunity and risk assessment
• Must have driver’s license and vehicle

Project Manager - 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 Project Manager – Customer Operations.

Role Purpose

The project manager will create new processes and systems with the highest output quality, structured in a way allowing us to use them as standards for our client's services and products as we scale. This means adhering to the standards of structure, tool use, templates, and performance expectations of the group projects. 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 assigned 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. Project Managers will have extensive stakeholder interaction and will demonstrate solid communication and cultural attributes of our company. Overall success measurements:

• Project completion (% attainment by quarter)

• KPI improvements (via project iterations)

• Stakeholder feedback (CSAT)

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

Qualifications

• Solid knowledge in project management, central PMO leadership with proven experience (5+ 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

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

Global Head of Customer Support (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 Global Head of Customer Support. Role Purpose Lead the strategic and operational management of the Customer Support department. This department focuses on attaining the best customer outcomes and the highest quality and lowest cost possible. The head role is responsible for ensuring delivery targets are met, systems are established and refined to scale the business, and the employees have the best experience and skill development available.

Overall success measurements:

• Customer satisfaction (improve average survey score)

• Improve quality (improve average quality audit score)

• 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)

• eNPS (improve employee satisfaction score)

• Project completion (meet completion target %)

• Launch of new global sites and integration into Support standards

Responsibilities

• Hire and retain the highest customer support people talent
• Ensure this talent has the needed skills to service all Customer Support services
• Train and upskill this population to advance through our client's functions globally
• Performance manage all employees within the department via delivery, competencies, and cultural evaluation metrics
• Perform capacity planning to ensure correct staffing
• Analyze and improve the customer journey and experience through Customer Support
• Develop gains in efficiency to reduce the total time for resolutions
• Develop and improve customer satisfaction metrics with clear data categories of process, policy, people, and product
• Take support interaction data to drive better product/ services performance to reduce contact rates and improve the customer experience
• Review and improve process and policy to ensure the best solutions, compliance, and experience is delivered
• Design projects with appropriate structure, ownership, and resources to transform our client's service offerings through more channels, languages, modalities, etc. for customers
• Segment and specialize our client's service offerings through customer delineation and agent training to ensure the best outcomes possible
• Drive customer support to be a reason for retention of our client's customers
• Provide executive level leadership around Customer Support initiatives globally while contributing to other company priorities
• Provide reporting that demonstrates all aspects of operational delivery, customer experience, and people development and speak to the details on each

Qualifications

• 10+ years with senior level leadership in a contact center environment

• 5+ years forecasting staff needs and costs modeled off of customer growth and contact rates

• 3+ years of executive level experience dealing with companywide initiatives, presentations, and communications skills

• 5+ years of people management experience with data around improving performance and satisfaction/ retention improvement

• 3+ years driving product/ process improvement initiatives based on data
• 5+ years in a Global role sensitive of 24x7 service needs and cultural drivers of success
• Bachelor’s Degree, preferably in technical and/ or financial backgrounds, Engineering, Mathematics, Physics, Finance, Economics, etc.

  Technical Skills

• COPC certification preferred

• Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc)

• Must have strong mathematical and statistical skills to maintain accurate data reporting

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software

• Knowledge of ACD/Call routing, Telephony PBX inbound/ outbound

• Functional Knowledge of operating WFM software

Accountant - (Labuan, Malaysia)

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 Financial Accountant.  

Role Purpose:

Work in a highly professional and dynamic Accounting team with opportunity to work on challenging tasks as well as with a team of highly motivated and professional individuals.

Responsibilities:

• Primary responsibility will centre around the preparation and submission of assigned regulatory financial reporting particularly required by the Labuan Financial Services Authority (LFSA).

• Full set account preparation covering AP, AR, consolidation and reporting.

• Daily Capital Adequacy monitoring and internal reporting.

• Responsible for the production of monthly consolidated Statutory & Management Accounts with Variance Analysis and Explanations by working closely with the Finance Lead in Kuala Lumpur.

• Responsible for production of Department Budgets & Department Forecasts in consultation with the Department Heads in the company at Labuan.

• Undertake project management responsibilities and assist in projects of the Group as required.

• Responsible for the delivery of other ad-hoc projects that will contribute to the business efficiency and profitability.

Qualifications

• 3-5 years of work experience in related industries in the discipline of accounting & finance. i) Qualification in Accountancy such as ACCA / CIMA / CPA / ICAEW is preferred or ii) Completed Degree in Accountancy & Finance with on-going progress in the professional qualification in ACCA / CIMA / CPA / ICAEW

• Knowledge in Labuan Financial Services Authority (LFSA) reporting as well as brief understanding of Labuan Financial Services & Securities Act 2010.

• Knowledge of SAP Accounting tools would be an advantage

• Fluent in English language particularly in written and spoken.

• Willing to be based in Labuan office on a permanent basis with occasional traveling to Kuala Lumpur office.

Business Analyst - CRM Salesforce (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 Business Analyst - CRM Salesforce.   Role Purpose The Business Analyst is a project-based, business-improvement role for our Salesforce CRM system. You will guide our client's businesses to improve processes and efficiency in Salesforce through new implementations. You will gather, document, and analyse requirements around business challenges, and then produce data-driven solutions. Your overall goals are to increase the effectiveness of the data that the CRM presents to teams and the duration of our client's engagements within the CRM tool. Overall success measurements:

• Project implementations (completed projects score)

• Improve efficiency (Total Resolution Time)

• Improve Account Management (Retention rate, customer segmentation)

• CSAT (Customer and stakeholder score)

• Improve Revenue

Responsibilities

• Communication - creates an environment for open conversations between the CRM technology team and the business to clearly communicate information and requirements of the request types
• Gather requirements - Must understand project goals and clarification on what stakeholders want to accomplish and how that will be measured. Interview stakeholders, research information or processes related to the project, and observe teams as they work to provide better context into requests
• Documenting requirements. Recording what was discussed, seen, and learned. Be clear and concise with the correct technical terminology so the information can be easily understood by stakeholders and anyone else involved
• Analyzing information - review requirements to best direct developers on how to accomplish their team’s business goals. Use data and priorities to provide more detail and be able to provide operational examples
• Implement solutions - based on analysis identify options for solving business challenges through Salesforce modules or customer development. Choose the best option and move forward with the best solution. Ensure solutions are running smoothly and as expected by confirming stakeholders are seeing benefits. Escalate if anything else is needed to support the implementation through steady-state
• Testing and audit - Maintains steady-state testing and audit processes for key CRM solutions. Coordinate with Customer and Partner Operations teams for documentation and sample sizes. Build documentation material to support the implemented solution

Qualifications

• 5+ years with senior project management experience

• 3+ years building requirements and implementing solutions between CRM systems and business owners

• 3+ years of executive-level experience dealing with company-wide initiatives, presentations, and communications skills

• 3+ years driving product/ process improvement initiatives based on data

• 3+ years in a financial setting preferred

• Bachelor’s Degree, preferably in technical and/ or financial backgrounds

Technical  Skills

• COPC certification preferred

• Data Analysis, capturing, storing and reporting historical statistics (call, Chat, email volumes, AHT, service level, forecast accuracy, etc)

• Must have strong mathematical and statistical skills to maintain accurate data reporting

• Proficiency in Microsoft Office Applications including Word & Excel and other relevant software

• Knowledge of ACD/Call routing, Telephony PBX inbound/ outbound

• Functional Knowledge of operating WFM software