Programme Lead/Programme Director/Lead of Project Manager/Program Manager

Programme Lead/Programme Director/Lead of Project Manager/Program Manager

Job Description

1. Led the implementation of a multi-phased, multi-million dollar project.
2. Owned the delivery of a state-of-the-art Contact Centre Solution, enhancing customer experience and accommodating a growing customer base.
3. Implemented a comprehensive suite of technologies including omni-channel platform solutions.
4. Managed a team of developers and BAs in HK and China.
5. Developed and maintained project management guidelines and frameworks to ensure consistency and best practices across projects.
6. Prepared and presented regular management reports to senior leadership on project progress, risks, and issues.
7. Integrated a robust knowledge management system to empower agents with quick access to information and improve service quality.
8. Implemented a comprehensive reporting system to track key performance indicators and drive continuous improvement.
9. Integrated with existing systems and ensured seamless customer experience across all touchpoints.
10. Contributed to a significant increase in customer satisfaction and a reduction in operational costs.

Job Requirements

1. 15+ years of experience in IT, with a focus on project management. Experience working in a consulting firm is a plus.
2. Proven track record of successfully managing projects, with a focus on delivering business value.
3. Strong understanding of project financing, prioritization, and resource allocation principles.
4. Excellent communication and interpersonal skills, with the ability to work effectively with stakeholders at all levels.
5. Experience working in a regulated business environment (e.g., Telecom, financial services) is a plus.
6. Experience working in Call center/Contact center is a plus.
7. Fluency in Cantonese, Mandarin, and English.
8. Strong analytical and problem-solving skills, with the ability to translate complex technical concepts into actionable business recommendations.
9. Proficiency in MS Office applications (Excel, Word, PowerPoint) and project management tools (e.g., Asana, Jira).

Nice-to-Have

1. Experience managing projects with a budget of HKD 100M+ and a larger project team.
2. Knowledge of Generative AI and experience working on AI-related projects is a plus.
3. Familiarity with CRM, ERP, and other business systems.
4. Experience working with cloud-based technologies and infrastructure.