Associate Manager - Customer Services (2-Year Contract) - 960 - CLP

一般資料

職位名稱

Associate Manager - Customer Services (2-Year Contract)

國家/地區

香港特别行政區

公司

中華電力有限公司

業務部

Information Technology

國家

香港

部門

IT Business Enablement

處

Customer Services

職級

中層

日期

22-02-2023

工作描述和要求

Reporting to Principal Manager, the appointee will be responsible for the following duties:

Manage and lead internal / external resources to perform project implementations, continuous enhancements, and support for 1 or more of the below areas:

Customer service provision, customer relationship management and customer campaigns
Device Management / Smart meter platform / meter data collection
Billing and revenue collection
Customer digital interaction channel management
Coordinate with other units of the Company for the delivery of application solution to meet users’ needs, enhance organization’s efficiency and effectiveness

Architect solutions to meet business requirements, including security, availability, scalability, and recoverability, of the system
Business case development, feasibility study and resources planning for IT initiatives
Drive and lead user requirement gathering, system analysis and design, negotiation with and manage vendors and contractors in the process of system development, maintenance and support to meet the business requirement

Identify and address risks, including adequacy of test plans and outcomes, with residual risk being understood and accepted by management
Produce required documentation in various project stages
Be able to provide or improve the quality project planning, timeline, cost and resources to meet realistic project delivery.

Requirements:

A recognized University degree in Computer Science or a related discipline. Business Analyst/ Project Manager certification from HKITPC or PMP certification would be an advantage
Experience in supporting retail application for customer service, customer relationship management and call centre solution is a must, with utility background would be a definite advantage.
Hands-on experience in SAP ISU/CRM and Genesys Cloud is an advantage.
Innovative with excellent supervisory, interpersonal, vendor management and stakeholder management skill would be an advantage.
Good project management skill and track record with knowledge on various project management methodology and IT operation model (e.g. agile, scrum), able to work under pressure and meet tight project timeline.
Experience leading design thinking, or digital transformation project is highly preferable
Experience and technical knowhow in application integration, providing API for customer digital channel (e.g. Customer Website and mobile application) is an advantage.
Good presentation, documentation and report writing skill.
Good spoken and written English is a must.
Fluency in Putonghua would be an advantage.
Willing to travel and accept short-term overseas assignment as and when required.
Candidates with less experience will be considered as Senior Analyst.

Please apply by clicking the button “Apply” for application giving a detailed C.V. including current and expected salary, career history, major achievements and personal attributes.

Important: To facilitate our easy tracking, please use a unique file name for all attachments and your email subject in this format: Ref.: CLPP_ITBE_AMCS_Last Name_First Name_Other Names.

Applicants not invited for interview within 6 weeks from the closing date may assume their applications unsuccessful.

Information provided will be for recruitment purpose within the CLP Group and only short-listed candidates will be contacted. We comply with all applicable laws and regulations of HKSAR in handling applications. For details of the Personal Information Collection Statement, please visit our website: http://clp.to/engPICS.

For further information on our company, please visit our website: https://www.clpgroup.com/