Project Manager, CRM

Singapore Post Limited

East

Job Description

RESPONSIBILITIES

PROJECT MANAGEMENT

• Engaging the BU to understand on project requirements, including scoping, systems (both internal and external) integration, schedule, budget, quality, products, processes and workflows mapping, along with risks and critical path management
• Designing and implementing voice, email and chat support strategies, procedures, workflows and metrics
• Designing and customising CRM systems (MSD, Salesforce) for best in class customer support
• Formulating training plans and materials for new projects, with the support of trainer(s)
• Setting up regional support center(s) to provide customer services to SP customers
• Ensuring a smooth transition from client to ongoing operations and vice versa, with signoff from both parties
• Participate in the strategic planning of expanding scope of support in additional geographies
• Handling other IT projects for systems related to the contact center including IVR systems, CRM systems and other transactional systems
• Working to develop process improvements and controls to ensure quality of deliverables
• Continuously mining project data to assess overall contribution of Project to business success
• Managing any other ad hoc projects as assigned by the reporting manager

OPERATIONS

• Managing outsourcing vendors who partner us for contact center requirements
• Forecasting of headcount requirements based on historical and projected volume, and to propose/plan for sufficient resources to meet targeted service levels
• Design and customize reports in the CRM system to meet the operations requirement for clients and management reporting
• Generate and interpret reporting (weekly, monthly, annually) that will yield competitive insights for SingPost programs (include subsidiaries)
• Analyze data to propose and implement process improvement for SingPost programs (include subsidiaries)
• Work with internal teams - operations, warehousing and technical support to deliver results for all programs
• Administration of IT related systems (i.e MSD, Salesforce, NPS) used by the team to provide support to customers
• Customization of reports and dashboard in PowerBI and Salesforce for reporting and monitoring purposes
• Responding to customer service issues in a decisive and timely manner
• Ensuring that the KPI and SLA of customer service team are met
• Manage performance review of team, through predefined targets for agents and teams to ensure we meet customers and business needs
• Lead and conduct weekly, monthly, quarterly and business reviews with the vendor to ensure delivery and improvement of services, in compliance with Service Delivery Contract
• Participate in and contribute to quarterly and annual business reviews with the clients to review issues and explore opportunities for improvement
• Management of knowledge-based system used by the team to provide customer service support to SingPost programs (include subsidiaries)

COMMUNICATION & STAKEHOLDER MGT

• Lead in negotiating of new projects with clients including contracting on requirements, scope, service levels and pricing
• Preparation of contracts with the support of legal for clients’ signoff
• Lead in quarterly and yearly CS review with internal stakeholders
• Communicate with BU heads and managers, the analysis performed on the data collected
• Liaise with BU heads and other financial controllers on the costs charge in/out and recovery

FINANCIAL MANAGEMENT

• Participating and managing of the yearly OPEX and CAPEX budgeting and forecasting 
• Ensuring that all financial transactions are properly recorded, filed, and reported
• Consolidating and supporting of monthly and yearly close process, and to flag out the risks/variance
• Preparing monthly and annual reports to identify results, trends, and financial forecasts
• Improving efficiencies and propose areas which reducing costs across the business
• Collaborating with Procurement and Finance teams to ensure proper compliance with all regulations
• Reporting to Head GCS with timely and accurate financial information
• Supervising and mentoring of admin team on the preparation and processing of financial transactions
• Liaise with BU heads and financial controllers on the charge out and recovery for GCS
• Support ad-hoc financial exercises/projects (i.e. Costs savings etc.) as assigned by the reporting manager

PEOPLE ENGAGEMENT

• To lead the team in ensuring department and company objectives are met
• To lead the team in developing programs to improve staff engagement

REQUIREMENTS

• Bachelor’s Degree in Information Technology / Computer Science 

• At least 4 years of similar working experienced

• CRM (Preferably MSD and Salesforce) – Certification will be a plus

• Project Management (Certification in PMP will be a plus)

• Knowledge in contact centre setup and operations

• Knowledge in contact centre technologies

• Working knowledge in financials system (SAP), and familiar with (OPEX, CAPEX) controls

Additional Information

Career Level

Manager

Qualification

Bachelor's Degree, Post Graduate Diploma, Professional Degree

Years of Experience

5 years

Job Type

Full-Time

Job Specializations

Services, Customer Service, Computer/Information Technology, IT-Network/Sys/DB Admin

Company Overview

As Singapore’s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost’s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.

The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the ‘Post Office’ was officially established as a government department in 1858. To learn more about SingPost’s heritage, please visit https://160.singpost.com/. Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).

Being Singapore’s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country’s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.

SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost’s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offers logistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.

SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore’s ambitious plans for the future.

Additional Company Information

Registration No.

199201623M

Company Size

2001 - 5000 Employees

Average Processing Time

27 days

Industry

Transportation / Logistics

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits

Specific Location

Paya Lebar