The Customer Engagement Delivery department in our IT Group is responsible for the implementation and support of customer-facing applications. As a leader in the banking industry, the role of this department is essential in optimizing customer experience, service, and processes within the bank.
As the Section Head for the Quality Assurance of Customer Relationship Management (CRM) Platforms, you will oversee the upkeep of applications owned by the units and ensure that all CRM systems are tested for quality and full functionality before delivery to the customers. You will manage all escalations and resolutions while orchestrating applicable processes across other teams or sections as needed.
This role will have a Senior Officer rank in the bank.
Role Responsibilities:
- Work closely with other units/counterparts across ITG to ensure seamless delivery of projects.
- Enforce adherence to IT SDLC, Governance structure, and appropriate QA frameworks.
- Ensure that there is a good understanding of the business unit's strategic direction and propose the appropriate front-end technologies and frameworks to support the development of these applications.
- Plan for and manage the team's capacity and ensure capability to support the activities and demands of the business including resource assignment, validation of scope, requirements development, and delivery ownership.
- Drive continuous improvement in the customer journey and user experience of CRM systems.
Competencies:
- Leadership Qualities: Demonstrated ability to lead, manage, and mentor medium sized teams and drive cross functional collaboration between development teams, business, the rest of IT teams, and vendor and third-party SI engagements.
- Communication Skills: Excellent communication and interpersonal skills, with the ability to effectively communicate complex concepts to diverse audiences and build consensus.
- Project Management Skills: Proven ability to apply end-to-end project management and application delivery methodologies and to integrate business strategies and trends in technology to deliver value.
- Analytical Thinking: Strong solution definition, analytical and problem-solving skills, with the ability to assess complex situations and make sound decisions under pressure.
- QA Testing & CRM: Knowledgeable about QA frameworks to lead the section in functional, security, usability, and performance testing of CRM front-end platforms and ensure quality and timely delivery of the systems.
Qualifications:
- Bachelor's degree relevant to the job.
- Minimum 15 years of experience in application delivery in the financial services industry.
- Minimum 10 years of experience in managing complex projects involving the implementation of digital or online-transaction solutions, especially for system testing functions.
- Experience working on front-end applications, such as Android/IOS mobile/digital banking applications that run financial transactions with 3rd party applications.
- Experience working on systems testing for front-end applications.
- Experience in handling vendor and third-party SI engagements.
- Candidate must be willing to work in Makati or Ortigas.
