Job Description

About the Company Hello! Welcome to Plaza Premium Group, we\'re people passionate about \'Making Travel Better\'. We are a global company with team members from all walks of life, together we are #PPGFamily, together we are building a legacy. You don\'t need to be from this industry, you do need to be passionate. Our promise to you: We will respect and value your background and perspectives We will work together with integrity We will share our incredible pride for job, company and industry What we ask of you: Bring passion to all that you do Listen, move fast and think innovatively Speak up, have ideas and share them Believe in customer service, and treating every person with kindness As industry leaders in innovating global airport hospitality you will work with colleagues from all parts of the world for a truly global experience. You will help and craft services and facilities in over 200 locations in more than 60 international airports across the world. We were established in HK in 1998 by someone who understood the value of an airport lounge and felt that the experience shouldn\'t just be limited to a closed-circuit group of travelers. Through the years we have worked incredibly hard to create an experience which is both accessible and quality. Almost 25 years later we now span four core business segments: airport lounges, airport terminal hotels, airport meet & greet services, and a range of airport dining concepts. In addition to our own brands, PPG provides airport hospitality solutions to leading airlines, alliances and corporates around the world. Here are a few names you might recognize: Cathay Pacific Airways, Singapore Airlines, Lufthansa etc. With the future of travel always in sight, we created Smart Traveler, a mobile-app rewards program underpinned by in-house technology. We are fast-moving and always evolving to drive our purpose of making travel better. Join our family today. Together, we\'ll make travel better. What you\'ll be doing :- SME Lead, Project & Analytics will be responsible for creating, tracking and delivering projects, including Project Migration of Global Contact Centre support to country\'s business unit as well as driving Global Contact Centre operational performance improvement through continuous improvement projects. He / She will as well be responsible in providing reporting & analysis, and provide recommendation based on data. Responsible to lead Project Migration, Continuous Improvement Project as well as other opportunity of special projects for Global Contact Centre. Meeting the scope, budget, and timeline of the projects, through the definition of milestones, tasks, and resource management. Develop & roll out Contact Centre Project Management framework and ensure compliances. Reporting and documenting projects and key processes for its successful implementation. Engage & communicate between product owners & business units to ensure deliverables as well as understanding of timelines, risks, escalation path and responsibilities towards the project. Responsible for project dependencies as well as critical paths while keeping accurate project plans with real-time milestones. Responsible in leading & coordinating continuous improvement projects across Global Contact Centre to improve efficiency & effectiveness. Having an obsession for customer-centricity, while solving complex operational issues through continuous improvement projects. Responsible for providing Global Contact Centre recharging reports to Finance department on supports provided. Responsible for Global Contact Centre reporting & analysis and provide recommendation of improvement based on data gathered. Responsible on Global Contact Centre dashboard to showcase data analysis to the management team. About you :- Minimum 5 years related working experience in Contact Center industry, specializing in hotel reservation / OTA / airlines / service-related industry would be an added advantage. Strong knowledge in operations of Contact Centre. Minimum 2 years\' experience involving in leading project with project management framework / methodologies. Strong change management & project management skills with track record of delivering cross-departmental projects. Strong analytical skills with Excel proficiency highly preferred. Eager to work in multi-tasked and fast-paced environments. Self-starter with experience executing initiatives from start to finish. Data-driven mindset to understand the business needs and find areas of improvement within the operation. Problem solver with the ability to understand complex concepts and work with multiple stakeholders. Strong stakeholder management skills to resolve escalations, negotiating compromise and influencing others. Preferably a Diploma / Degree holder. MUST have strong verbal and written communication skills. Strong PC skills and familiar with Microsoft Office Experience with complex problem solving required & proven track record in rolling out changes. Good judgement and the ability to communicate effectively. Bilingual (English / BM and Mandarin / Cantonese) in spoken and written is an added advantage. Knowledge of process improvement frameworks (Lean Six Sigma etc.) or project management (Agile, PMP etc.) is a plus. Strong knowledge in Contact Centre telephony & CRM system including configuration.

foundit