Project Background:
Reporting to the Project Director or Regional Delivery Lead in Kuala Lumpur, Malaysia, this role focuses on developing a next-generation intelligent contact center for the client.
The project uses Huawei AICC as its core platform and features a customized agent desktop for the bank to enhance service efficiency, agent productivity, and intelligence.

Position Overview:
Seeking a dynamic Project Manager to lead delivery of an intelligent contact center platform for a bank client. The role includes managing scope, schedule, budget, quality, resources, and risks, with strict adherence to agile methodologies.
Fluency in English, Malay, and Mandarin is required to coordinate cross-cultural teams and stakeholders, including local clients, China-based technical teams, and vendors.

Key Responsibilities:

• Full project lifecycle management:
  • Oversee all phases from initiation, planning, execution, and monitoring through to closure, ensuring the achievement of project objectives.
• Agile leadership:
  • Demonstrate proficiency in agile methodologies (such as Scrum, Kanban), facilitate key agile ceremonies (Sprint Planning, Daily Stand-up, Review, Retrospective), manage product backlogs, and drive efficient incremental value delivery.
• Cross-cultural team leadership:
  • Direct and coordinate cross-functional teams comprising local staff, China-based technical experts, and external vendors; foster a collaborative environment, effectively resolve conflicts, and enhance overall team performance.
• Stakeholder communications:
  • Serve as the primary point of contact for clients (banks) and internal senior management; communicate clearly, promptly, and professionally in English, Malay, and Mandarin; manage stakeholder expectations and provide detailed updates on project status, risks, and issues.
• Scope, schedule, and cost control:
  • Develop comprehensive project plans, monitor milestones and deliverables, and rigorously control scope changes and budget adherence.
• Risk management and quality assurance:
  • Proactively identify, assess, and mitigate project risks; ensure deliverables meet established quality standards and specific client requirements, with particular focus on the stability of Huawei AICC platform integration and intelligent agent desktop functionality.
• Resource and vendor coordination:
  • Allocate and manage essential project resources and oversee relationships with local vendors and partners.
• Project documentation:
  • Prepare and maintain all critical project documentation, including plans, reports, meeting records, and risk logs.

Qualifications:

• Bachelor’s degree or higher in computer science, IT, engineering management, or related field.
• Must have PMP or PMI-ACP certification.
• Minimum 5 years managing medium to large software/IT projects, ideally in banking, fintech, or contact centers, with proven full-cycle delivery of complex projects.
• Strong expertise in agile methodologies (Scrum/Kanban) and tools (e.g., Jira).
• Solid knowledge of contact center tech, CRM systems, and system integration.
• Fluent in English (working language), Malay (Malaysia’s official language), and Mandarin; able to conduct technical business communication.
• Demonstrated leadership, communication, coordination, problem-solving, stress management, risk awareness, and customer-focus.
• Knowledge of Malaysia’s business environment and culture; local project experience preferred.