Current job Openings

Current Job Openings for IT

IVR Programme Manager

Experience: 10+ Years
Job Description

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.



 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


 Senior Scope International stakeholders

Other Responsibilities

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


 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

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