Current job Openings

Current Job Openings for IT

IVR Programme Manager

Experience: 10+ Years
Job Description
PURPOSE:

The IVR Programme Manager will drive IVR utilisation and termination rates in all markets.  They will support and drive customer satisfaction and operational excellence through IVR improvements and a tight change control process across all client care centres.  Through effective IVR management this role will improve business productivity while driving up client satisfaction.

RESPONSIBILITIES:

Strategy

 Develop an IVR improvement strategy that encompasses the following

 Improvements in IVR utilisation

 Improvements in Client experience

 Cost effective improvements

 Gain stakeholder and country buy-in to the strategy

 Work with ITO stakeholders to formulate the strategy

 Obtain appropriate funding for the strategy

Business / Execution

 Utilize data, metrics, system tools as well as survey/assessment to identify improvement opportunities with respect to the IVR.  

 Work with vendors and ITO to understand the IVR best practices used in and outside banking/financial services

 Trial new to market technologies ensuring that SCB is the world leader in voice automation

 Develop business cases and/or PAR’s for IVR improvements

 Gather business requirements and document accordingly

 Be able to work as part of a Project team.

 Project manage new implementations or improvements to the IVR

 Show measureable improvements in three key objectives

o FTE reduction

o Client experience / Client satisfaction

o Cost out

Key Stakeholders

 Group Voice and Virtual Team

 Group CCC Hub Heads

 CCC Heads

 Country RB Heads

 ITO

 Senior Scope International stakeholders

Other Responsibilities

 Perform other responsibilities assigned under Group, Country, Business or Functional policies and procedures.

Qualifications:

 Degree in Computer Engineering, Business or equivalent

 Excellent analytical, problem solving skills and a creative flair

 Excellent contact centre knowledge, including the use of digital channels

 Familiar with project management

 Excellent communication skills both verbal and written English

 A team player with excellent interpersonal skills. Ability to manage stakeholders across bank’s network

 Focused, organised, results-oriented and works independently to strict timeframes

 Knowledge of SCB standard processes on project management, implementation and post implementation
processes will be an advantage

 Broad knowledge of Contact Centre operations and infrastructure would be an advantage

To Apply:
Contact : Mr K7 @ 9176615047
Email: k7@liderconsulting.com

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