Project Manager (Bank I Service Excellence I Up to 5k)

The Opportunity

• Opportunity to work for one of the leading financial service providers and top banks
• Great exposure to learn about banking products and services domain

The Job

Role purpose

Lead and deliver service excellence initiatives that improve customer experience, operational performance, and overall productivity. You’ll manage end-to-end projects (process, technology, and people change), using data to identify opportunities, system enhancements and drive continuous improvement.

Key responsibilities

• Lead and deliver service improvement projects to enhance customer experience, operational efficiency, and productivity.
• Manage end‑to‑end project execution across process, people, and technology change.
• Use data to identify pain points, redesign workflows, and drive system enhancements.
• Translate customer feedback, complaints, and journey insights into measurable service improvements (NPS, CSAT, FCR).
• Collaborate with Operations, Customer Care, Product, Technology, and Risk/Compliance to align priorities and remove blockers.
• Build dashboards and reports to track performance, benefits (cost, capacity, quality), and SLA metrics for senior management.
• Drive change adoption through communication, training, and operational readiness activities.
• Ensure strong governance, documentation, and adherence to regulatory, risk, and control standards.
• Track and report realised benefits such as cost savings, capacity release, and risk reduction.

The Talent

• Bachelor’s degree (or equivalent experience) in Business, Operations, Engineering, or related field
• Experience in service improvement or transformation projects within operations or customer service.
• Customer‑first mindset with strong problem‑solving and ownership.
• Able to collaborate and influence without authority.
• Strong project management skills (planning, governance, benefits tracking).
• Experience with Lean, Six Sigma, or process improvement methods preferred.
• Strong communication and senior stakeholder engagement skills.
• Analytical, able to interpret data and turn insights into decisions.
• Positive attitude and comfortable in cross‑functional, matrixed environments

Next Steps

• Send your resume to [email protected]
• Email Topic: Project Manager Service Excellence

Wu Yue Shan
EA License No: 91C2918
Personnel Registration Number: R25138923