RCSA & Internal Control Analyst

Technology Obsolescence - Task force - Data Specialist (VP1)

Account Manager

Senior Team Lead

Senior Manager – Technology Transformation

Finance Analyst

Finance Analyst III (Plant Operations)

Supervisor Supply Chain

Product Manager

Customer Experience Director

Role Description: <ul><li>We are looking for an RCSA &amp; Internal Control Analyst to support the rollout and ongoing maintenance of the EMEA Risk and Control Self-Assessment (RCSA) framework and related internal control activities.</li><li>Working alongside the EMEA Risk &amp; Control Manager, the successful candidate will provide day-to-day operational support, including coordination, follow-up, documentation and data consolidation.</li><li>The role will help accelerate the rollout, improve consistency across countries and establish a sustainable long-term operating model, while allowing the EMEA Risk &amp; Control Manager to focus on governance, stakeholder management and overall framework oversight.</li><li>The successful candidate will support the rollout, documentation, testing and maintenance of country-level RCSAs and related internal control activities across EMEA. They will help ensure that risk and control information is accurately collected, structured, tracked and kept up to date in coordination with local stakeholders.</li></ul> Responsibilities: <ul><li>Support the implementation and ongoing development of the EMEA Risk and Control Self-Assessment (RCSA) framework, working with country teams to identify, assess and manage risks in line with the Groups risk management methodology.</li><li>Work collaboratively with stakeholders across a range of business functions, including Operations, Finance, Legal and Health, Safety, Security and Environment (HSSE), to understand local processes, identify potential risks and establish appropriate controls.</li><li>Support the identification and assessment of country-specific risks, documenting existing controls, potential gaps and compensating controls to help ensure risks are appropriately managed.</li><li>Develop and maintain local risk and control registers, ensuring information is accurate, up to date and aligned with regional requirements.</li><li>Work with local stakeholders to harmonise risk management approaches and control frameworks across EMEA, promoting consistency while taking account of country-specific requirements and differences in local maturity.</li><li>Support the implementation of the RCSA framework across EMEA countries, coordinating activities, gathering and consolidating information, monitoring progress and following up with stakeholders to ensure timely completion.</li><li>Support second-line (Line 2) control testing activities, including coordinating evidence collection, reviewing supporting documentation and following up on outstanding information or identified control gaps.</li><li>Contribute to compliance activities, including the ongoing monitoring and documentation of anti-corruption and accounting controls in support of Sapin II requirements.</li><li>Track action plans, remediation activities and outstanding issues, working with local stakeholders to monitor progress, address delays and ensure agreed actions are completed.</li><li>Build effective working relationships across countries and functions, encouraging collaboration, knowledge-sharing and consistent approaches to risk management in an international, matrixed organisation.</li><li>Identify opportunities to improve risk and control processes, documentation and procedures, contributing to the continuous development of a consistent and sustainable EMEA control framework.</li></ul> Requirements: Educational Qualifications <ul><li>A degree or equivalent professional experience in Risk Management, Business, Finance, Compliance or a related discipline would be advantageous.</li><li>Ongoing commitment to training and professional development in risk, compliance and audit processes.</li></ul> Relevant Skills and Experience <ul><li>2–5 years experience in risk management, internal controls, compliance or a related field.</li><li>Experience working with risk and compliance frameworks, including risk identification, assessment and control implementation.</li><li>Experience working in an international business or matrix organisation, engaging stakeholders across multiple countries and functions.</li><li>Good understanding of operational processes and internal controls across different business functions.</li><li>Strong organisational, analytical and communication skills, with the ability to manage multiple priorities and build effective working relationships.</li><li>Confident managing documentation, risk registers, trackers and supporting evidence, with strong attention to detail.</li><li>Able to work autonomously, take ownership of tasks and manage competing deadlines.</li></ul> Personal Characteristics &amp; Behaviours <ul><li>Resilient and adaptable: Comfortable navigating challenges, working through ambiguity and maintaining momentum when faced with competing priorities or differing levels of risk maturity across countries.</li><li>Curious and analytical: Naturally inquisitive, with the confidence to ask questions, challenge assumptions and develop an understanding of risks across different business functions.</li><li>A relationship builder: Able to establish trust, communicate effectively and work collaboratively with stakeholders at different levels and across different countries.</li><li>Structured in approach: Able to bring order to complex or ambiguous situations, organise information clearly and establish consistent ways of working.</li><li>Reliable and accountable: Takes ownership of responsibilities and works closely with the EMEA Risk &amp; Control Manager to support decision-making.</li><li>Collaborative and open-minded: Comfortable working across functions, receptive to different perspectives and motivated to improve how teams work together.</li></ul> Travel Requirements <ul><li>10–20% travel within the country, region and internationally may be required on an ad hoc or regular basis.</li></ul>

﻿Responsibilities: Data Collection &amp; Integration: Collect and consolidate data from multiple sources, including: <ul><li>CMDB platforms (e.g., Remedy)</li><li>IT Asset Management (ITAM) systems</li><li>Vendor lifecycle and support data</li><li>Security, vulnerability, and patching sources</li><li>Ensure data consistency and alignment across asset, configuration, and lifecycle repositories</li><li>Validate data accuracy, completeness, and currency</li></ul> Technology Obsolescence Analysis: <ul><li>Identify EOL, EOS, and obsolete technologies across hardware, software, OS, databases, middleware, and cloud services</li><li>Analyze lifecycle risks by technology type, vendor, business unit, and criticality</li><li>Support prioritization of remediation based on risk, business impact, and exposure</li></ul> Reporting &amp; Dashboarding: <ul><li>Design, develop, and maintain interactive dashboards and reports using:</li><li>Power BI / Tableau</li></ul> Create Standard Views Covering: <ul><li>Obsolescence risk heatmaps</li><li>Aging and lifecycle timelines</li><li>Remediation progress and trends</li><li>Compliance and audit‑ready metrics</li><li>Enable self‑service analytics for stakeholders where appropriate</li></ul> CMDB &amp; Asset Management Support: <ul><li>Support the alignment of CMDB data with actual deployed assets</li><li>Identify gaps, redundancies, or inaccuracies in configuration and asset records</li><li>Drive improvements in asset lifecycle tagging, ownership, and criticality classification</li><li>Collaborate with ITSM, ITAM, and platform teams to improve data quality and governance</li></ul> Stakeholder &amp; Decision Support: <ul><li>Provide insights and analysis to:</li><li>Domain leads and task force leads</li><li>Project managers and delivery teams</li><li>Risk, security, and audit stakeholders</li><li>Translate complex data into clear, actionable insights for non‑technical audiences</li><li>Support business case development and roadmap planning with data evidence</li></ul> Data Governance &amp; Continuous Improvement: <ul><li>Define and document data definitions, metrics, and reporting standards</li><li>Automate data refreshes and reporting pipelines where possible</li><li>Identify opportunities to improve lifecycle visibility and predictive risk analysis</li></ul> Requirements: <ul><li>5–8+ years of experience in a data analyst or reporting role within IT or technology functions</li><li>Experience supporting modernization, risk, lifecycle, or transformation initiatives is a strong advantage</li><li>Bachelor’s degree in Information Systems, Computer Science, Data Analytics, or related field</li><li>Power BI or Tableau certification</li><li>ITIL or IT Asset Management certification is a plus</li><li>Data &amp; Analytics Skills</li><li>Strong experience in data analysis and visualization</li><li>Hands on expertise in:</li><li>Power BI (DAX, data modeling, performance optimization)</li><li>Tableau (dashboards, calculated fields, storytelling)</li><li>Strong SQL skills for querying large datasets</li><li>Experience working with structured and semi structured data</li></ul>

Responsibilities: <ul><li>Manage key accounts and develop strong relationships with customer stakeholders.</li><li>Identify and pursue business development opportunities to grow revenue in the Aerospace, Defense, and Marine sectors.</li><li>Manage direct global accounts and OEM business.</li><li>Provide technical solutions to government, PSU, and defense-sector customers.</li><li>Manage customer communication and maintain regular contact with key decision-makers.</li><li>Prepare and manage quotations, proposals, offers, and project contracts.</li><li>Lead commercial discussions, pricing, and contract negotiations.</li><li>Collaborate with channel and distribution partners to support business growth.</li><li>Identify customer needs and develop solution-oriented proposals.</li><li>Generate new business opportunities and close direct sales deals.</li></ul> Requirements: <ul><li>B.Tech in Mechanical, Electrical, or Electronics Engineering.</li><li>At least 5 years of relevant experience in a customer-facing role.</li><li>Experience in key account management and business development.</li><li>Proven experience handling direct OEM business.</li><li>Demonstrated success closing direct business deals.</li><li>Experience preparing offers, quotations, proposals, and presentations.</li><li>Proficiency in Microsoft Excel and presentation tools.</li><li>Required Skills and Competencies</li><li>Strong customer relationship management skills.</li><li>Excellent communication and interpersonal skills.</li><li>Strong influencing, selling, and negotiation abilities.</li><li>Solution-oriented approach and basic problem-solving skills.</li><li>Creative approach to identifying business opportunities.</li><li>Resilience and adaptability in a changing business environment.</li><li>Ability to work effectively with customers, internal teams, and channel partners.</li></ul>

Responsibilities: <ul><li>Lead &amp; participate in the design, development, and maintenance of FMF-related applications.&nbsp;&nbsp;</li><li>Conduct impact analysis and internal data mapping during the design phase.&nbsp;&nbsp;</li><li>Collaborate with business analysts and stakeholders to finalize technical requirements.&nbsp;&nbsp;</li><li>Perform defect analysis and resolution.&nbsp;&nbsp;</li><li>Write and maintain Unix/Linux shell scripts to support automation and integration.&nbsp;&nbsp;</li><li>Execute SQL queries and updates to support application logic and reporting.&nbsp;&nbsp;</li><li>Manage and mentor junior developers, ensuring quality and timely delivery.&nbsp;&nbsp;</li><li>Coordinate with testing, infrastructure, and compliance teams to ensure smooth deployment and support.&nbsp;&nbsp;</li><li>Provide regular updates to project managers and escalate risks/issues with proposed resolutions.&nbsp;&nbsp;</li><li>Lead technical implementation of vendor products (e.g., Firco™ Continuity).&nbsp;&nbsp;</li><li>Perform gap analysis between internal requirements and vendor product capabilities.&nbsp;&nbsp;</li><li>Liaise with vendors to address product limitations, customization needs, and integration challenges.&nbsp;&nbsp;</li><li>Ensure compliance with internal standards and regulatory requirements during implementation.&nbsp;&nbsp;</li><li>Document technical specifications, deployment procedures, and support guides.&nbsp;</li></ul> Requirements&nbsp;&nbsp; <ul><li>Experienced in software development roles, with at least 2 years in a senior or lead capacity.&nbsp;&nbsp;</li><li>Proven eperience in banking or financial services, especially in compliance or payments.&nbsp;&nbsp;</li><li>Strong understanding of SDLC processes and experience in technical design and impact analysis.&nbsp;&nbsp;</li><li>Experience implementing and managing vendor products in enterprise environments.&nbsp;&nbsp;</li><li>Proficient in Unix/Linux shell scripting and SQL.&nbsp;&nbsp;</li><li>Hands-on experience with Java for defect resolution and enhancements.&nbsp;&nbsp;</li><li>Familiarity with payment technologies (SWIFT messaging, transaction flows) and AML systems&nbsp;&nbsp;</li><li>Experience with DevOps practices and CI/CD tools (Jenkins, Artifactory, SonarQube) will be an added&nbsp;</li><li>advantage&nbsp;&nbsp;</li><li>Degree in Computer Science, Engineering, or a related field.&nbsp;&nbsp;</li><li>Additional certifications in payment or compliance technology are advantageous&nbsp;&nbsp;</li></ul>

Role Description: <ul><li>The role holder identifies and defines opportunities, builds the business case for each initiative, and leads delivery through internal technology functions and delivery partners. Initiatives are held to their intended outcomes, adoption and benefits, not go-live alone. This is a hands-on role. </li><li>The role holder personally designs, builds and deploys data, analytics, automation and AI solutions, and coordinates multidisciplinary teams.</li></ul> Responsibilities: <ul><li>Provide analysis and recommendations to help develop DHI’s technology, data and digital transformation agenda, for review by the Executive Director – Portfolio Operations and Intelligence.</li><li>Develop and maintain roadmaps for assigned initiatives, sequencing activity by value, dependency, risk and readiness.</li><li>Lead discovery and solution design with DHI departments, running workshops that define the opportunity, scope and intended outcome of each initiative.</li><li>Identify opportunities to improve revenue, productivity, customer experience, operational performance and decision-making through data, analytics, automation and AI.</li><li>Define value hypotheses, success metrics, adoption targets and value realisation frameworks for each initiative.</li><li>Design, develop, deploy and maintain data and analytical solutions, dashboards, automation solutions and AI-enabled products.</li><li>Build and maintain ETL/ELT processes and data transformation workflows.</li><li>Own the lifecycle of data, analytics, automation and AI products, from concept through deployment and adoption.</li><li>Define product vision, user requirements, roadmaps, backlogs and delivery priorities, based on the end-to-end needs of alternative asset management users, including investment professionals, portfolio managers, senior leadership and governance functions. Translate business challenges into technical requirements, user stories and solution designs.</li><li>Lead end-to-end delivery of assigned transformation initiatives, managing scope, schedule, cost and quality.</li><li>Ensure initiatives meet cybersecurity, data protection, privacy and AI governance requirements.</li></ul> Requirements: <ul><li>6 – 8 years of experience in technology transformation, data product development, applied AI, technology consulting or data-enabled transformation.</li><li>Demonstrated experience personally taking a problem through to a production-grade product.</li><li>Bachelor’s degree in Computer Science, Engineering, Data Science, AI, Mathematics, Statistics, Business or another relevant quantitative discipline.</li><li>Advanced degree, such as an MBA, preferred.</li><li>Technology, data and digital transformation planning and roadmap development</li><li>Data platforms such as Databricks, Azure AI Foundry, Spark, Hive or Palantir Foundry</li></ul>

Responsibilities: <ul><li>Responsible for all aspects of Accounts Payable, Accounts Receivable, Fixed Assets</li><li>Review transactions and documentation to ensure compliance with statutory and Group requirements.</li><li>Assist in cost monitoring and controls. Provide analytical support with insights on actual expenses and variances against budget</li><li>Work in a team to perform day-to-day accounting functions, month-end, quarter-end and year-end closing. These may include reconciliations, general ledger entries, Group and Statutory reporting.</li><li>Ensure timely and accurate completion of management accounts, notes to the accounts, cash flow projection and statutory and tax submission.</li><li>Provide support for the planning and budgeting exercise</li><li>Assist in system and process enhancements.</li><li>Liaise with external internal auditors, tax agent, company secretary, regulatory authorities, relationship manager and other parties to ensure compliance with all matters relating to audit, tax, statutory and Group requirements.</li><li>Perform any ad-hoc tasks and responsibilities which the superior may assign from time to time</li></ul> Requirements: <ul><li>Minimum 5 years of working experience in Finance, Accounting or Audit functions</li><li>Have a Bachelor Degree in Accounting or Finance or a professional accounting qualification (e.g ACCA/ CPA Australia/ CIMA)</li><li>Have working experience in a shared service centre / Global Business Service centre experience will be an advantage</li><li>Working knowledge and experience in SAP system is a must</li></ul>

Responsibilities: Planning and Budgeting&nbsp;: <ul><li>Assist on annual budget preparation.&nbsp;</li><li>Assist on monthly forecast preparation.&nbsp;</li><li>Track weekly forecast variance. In order to provide accurate and timely reports.&nbsp;&nbsp;</li></ul> Inventory Risk tracking/Analysis&nbsp;: <ul><li>Inventory reserve preparation&nbsp;</li><li>High light inventory risks and opportunities monthly&nbsp;</li><li>Monitor inventory physical count.&nbsp;</li><li>In order to comply with corporate policies and risk control&nbsp;&nbsp;</li></ul> Costing&nbsp;accounting&nbsp;: <ul><li>Data prepare(Mater master/Routine/Std cost);&nbsp;</li><li>Month ending JE booking&nbsp;</li><li>PPV program and analysis&nbsp;</li><li>Mat. usage analyzing&nbsp;&nbsp;</li><li>Production scrap report preparing&nbsp;&nbsp;</li></ul> FA accounting&nbsp;: <ul><li>Familiar with Capital Assets policy and comply with the policy(Include local policy)；&nbsp;</li><li>Prepare FA management report(Acquisitions, disposal, transfer etc.) and leading fixed&nbsp;</li><li>assets physical count&nbsp;</li><li>Issuing Asset Tags to assets responsible department&nbsp;</li><li>Intercompany Transfers of Fixed Assets data preparing and follow to financial posting&nbsp;</li><li>Follow Open PO&amp;IO&amp;CIP tracking report by month&nbsp;</li><li>CER review and budget control with report and management.&nbsp;</li></ul> Requirements: <ul><li>At least bachelor’s degree in finance/accounting/taxation or related.&nbsp;</li><li>Over 7-10 years working experience in Finance, costing managerial position is preferred&nbsp;&nbsp;</li><li>Good knowledge and experience in costing of manufacturing.&nbsp;Understand how to manage&nbsp;</li><li>and improve Mfg. variance.&nbsp;&nbsp;</li><li>Good knowledge and experience in SAP.&nbsp;</li><li>Fluent English Mandarin, both written and oral (Added Advantage)</li><li>Strong will to learn and develop the skills.&nbsp;</li></ul>

Role Description: <ul><li>Lead and supervise end-to-end supply chain planning for New Product Introduction (NPI) and New Product Development (NPD) projects at the Shirwal plant.</li><li>The role converts project requirements into executable material, production, capacity, inventory, packaging and logistics plans from early project gates through prototype, validation, pilot build, PPAP/PSW, SOP and ramp-up.</li><li>The position ensures launch readiness, timely risk escalation, disciplined SAP planning and structured handover to the regular MRP planning team after SOP.</li></ul> Responsibilities: <ul><li>Team Leadership &amp; Governance: Lead the NPI planning team, assign project ownership, review priorities and represent supply chain in plant and project launch reviews.</li><li>NPI Planning &amp; Launch Readiness: Own supply chain deliverables from early project gates through prototype, validation, pilot, PPAP, SOP and ramp-up, ensuring material and capacity readiness.</li><li>SAP, Master Data &amp; Material Planning: Ensure timely setup of parts, BOMs, routings, sourcing and MRP parameters. Convert project demand into executable material plans and manage shortages and MRP exceptions.</li><li>Supplier &amp; Cross-Functional Coordination: Coordinate with Procurement, Suppliers, Engineering, Quality, Operations, Logistics and Project Management to secure materials, tooling, packaging, capacity and shipment readiness.</li><li>Risk, Cost &amp; Change Management: Maintain launch risk visibility and control engineering-change, inventory, premium-freight, capacity and obsolescence exposure through timely recovery actions and escalation.</li><li>Performance Improvement &amp; Handover: Standardize NPI planning dashboards and routines, improve data quality and automation, and complete a controlled handover to the series MRP controller after SOP. KEY DELIVERABLES / SUCCESS MEASURES</li><li>On-time completion of NPI supply chain deliverables and gate commitments.&nbsp;</li><li>Material availability and build readiness for prototype, validation, pilot, PPAP and SOP events.</li><li>Accurate BOM, sourcing and MRP master-data readiness before planning execution.</li><li>Clear visibility of shortages, capacity constraints, inventory exposure, freight risk and recovery dates.</li><li>On-time PPAP/PSW support, SOP achievement and stable ramp-up without avoidable customer disruption.</li><li>Controlled inventory, premium freight and obsolescence exposure through early risk management.</li><li>Timely and complete handover from NPI planning to regular series planning after SOP.</li></ul> Requirements: Technical Skills <ul><li>SAP planning and procurement processes (MRP, stock/requirements analysis, material master, PR/PO and inventory visibility) - mandatory.</li><li>Advanced Microsoft Excel, including analytical models, PivotTables, lookups, dashboard preparation.</li><li>Power BI or an equivalent reporting and visualization tool.</li><li>Working knowledge of BOMs, routings, capacity planning, production scheduling, inventory planning, supplier lead times and logistics.</li><li>Good understanding of automotive NPI/NPD phases, PPAP/PSW readiness.</li><li>Bachelors degree, preferably in Engineering, Supply Chain, Operations or a related discipline.</li><li>MBA or equivalent postgraduate qualification is preferred.</li><li>Strong analytical, problem-solving and data-management capability.</li><li>Clear communication, stakeholder management and cross-functional partnership skills.</li><li>Working knowledge of automotive manufacturing, launch planning and project-gate governance.</li><li>3 to 7 years of relevant experience in supply chain, material planning, production planning or NPI/NPD planning within a manufacturing environment.</li><li>Experience managing material and capacity readiness for new product launches from prototype through SOP and ramp-up.</li><li>Hands-on experience with SAP MRP, planning master data, shortage management and supplier follow-up.</li><li>Experience coordinating across Project Management, Engineering, Quality, Operations, Procurement and Logistics.</li><li>People leadership or team-coordination experience, with evidence of disciplined follow-up and escalation.</li></ul>

Responsibilities : <ul><li>Engage executive and corporate users to understand needs, decision workflows and pain points.</li><li>Translate requirements into clear product definitions, user stories and acceptance criteria.</li><li>Run structured discovery and experimentation to validate value and feasibility before build commitments are made.</li><li>Identify opportunities to extend assigned products from task-level support to broader workflow automation, and contribute these to the product roadmap.&nbsp;</li><li>Own the end-to-end delivery of assigned AI products, including Rocket, from definition through to launch.</li><li>Ensure quality, usability and readiness criteria are met before release to a senior user base.&nbsp;</li><li>Own assigned products after launch, driving iterative improvement based on usage data and user feedback.</li><li>Define, track and report product KPIs covering adoption, usage, accuracy, satisfaction and time saved.</li><li>Register and maintain AI use cases for assigned products within the agreed portfolio management process.&nbsp;</li><li>Act as the day-to-day product interface for executive and corporate stakeholders.&nbsp;</li></ul> Requirements: <ul><li>3 – 6 years of experience in digital or AI product management, product ownership or equivalent delivery roles.&nbsp;</li><li>Bachelor’s degree in a quantitative field such as information technology, business, finance, engineering or mathematics.&nbsp;</li><li>Hands-on experience in product management across discovery, delivery and lifecycle.&nbsp;</li><li>Exposure to AI, automation or data-driven products.&nbsp;</li></ul>

Responsibilities: Customer Experience Strategy &amp; Governance: <ul><li>Develop, implement and continuously evolve the Companys Customer Experience strategy, roadmap, service standards and priorities in alignment with overall business objectives.</li><li>Establish the Customer Experience governance framework and ensure clear accountability for customer experience performance across relevant functions.</li><li>Represent the Voice of the Customer within the organization and ensure customer insights are considered in strategic, commercial, product and operational decisions.</li><li>Establish cross-functional governance for significant customer-impacting issues, ensuring root causes, corrective actions, responsible owners and deadlines are defined and tracked through to closure.</li><li>Collaborate with Commercial, Marketing, Product, Technology, Network, Finance, Regulatory, Legal and other departments to deliver a consistent and seamless end-to-end customer experience.</li></ul>&nbsp;Customer Support Operations: <ul><li>Lead the Customer Support Operations function and ensure effective management of internal and outsourced customer support operations.</li><li>Ensure customers receive timely, consistent and high-quality support across all relevant customer service channels and touchpoints.</li><li>Define and monitor operational KPIs and SLAs, including service levels, response and resolution times, First Contact Resolution, productivity and other relevant customer support indicators.</li><li>Continuously optimize customer support processes to improve efficiency, reduce customer effort, improve service quality and control operating costs.</li><li>Oversee internal and outsourced inbound and outbound customer support operations and ensure third-party partners meet agreed service levels, productivity, quality and customer experience standards.</li><li>Define workforce dimensioning, capacity planning and resource allocation requirements for internal and outsourced operations based on customer demand, contact volumes and business requirements.</li><li>Establish and oversee effective escalation processes for complex, sensitive or unresolved customer issues, ensuring clear ownership and timely resolution.</li><li>Ensure appropriate business continuity and customer-support procedures are in place for network incidents, system outages, major campaigns, unexpected increases in customer demand and other high-impact events.</li><li>Assess and recommend technologies, systems, automation and self-service solutions that improve customer experience, operational efficiency and cost-to-serve.</li><li>Define the Customer Experience organizational structure and resource requirements, and oversee recruitment priorities, performance management, employee development and succession planning.</li></ul> Quality Assurance &amp; Continuous Improvement: <ul><li>Lead a structured Continuous Improvement program across customer-facing operations using customer feedback, operational data, quality findings and root-cause analysis.</li><li>Own the Customer Experience Quality Assurance framework, including quality standards, interaction audits, mystery evaluations, calibration, quality scorecards and corrective-action mechanisms across internal and outsourced operations.</li><li>Analyze customer complaints, repeat contacts, escalations, quality findings and operational data to identify recurring issues and root causes, and drive cross-functional corrective and preventive actions through to implementation.</li><li>Identify opportunities to reduce avoidable and repeat customer contacts through process simplification, automation, self-service, improved communication and permanent resolution of root causes.</li><li>Track Continuous Improvement initiatives and measure their impact on customer satisfaction, service quality, operational efficiency, contact reduction and other relevant business outcomes.</li><li>Lead end-to-end customer journey reviews and service-design initiatives to identify pain points, reduce customer effort, improve First Contact Resolution and enhance the experience across physical, assisted and digital touchpoints.</li></ul> Training, Knowledge &amp; Capability Development: <ul><li>Oversee the Customer Experience Training function and establish a structured capability-development framework covering onboarding, product and service knowledge, systems, processes, customer handling, soft skills, coaching and refresher training.</li><li>Ensure Training Needs Analysis is driven by quality results, customer feedback, operational performance and identified competency gaps, and measure the effectiveness of training interventions.</li><li>Establish and maintain effective Knowledge Management practices, including customer-care SOPs, scripts, FAQs, knowledge articles and operational guidelines, ensuring frontline teams receive accurate and timely information.</li><li>Promote a culture of customer focus, continuous learning and high performance through coaching, recognition and employee-development initiatives.</li></ul> Customer Analytics, Voice of Customer &amp; Insights: <ul><li>Lead the Customer Analytics function and ensure customer and operational data is converted into actionable insights for Customer Experience and the wider business.</li><li>Establish CX dashboards and reporting covering customer behaviour, contact drivers, complaints, repeat contacts, service performance, quality, satisfaction, retention/churn indicators and emerging customer trends.</li><li>Own the Voice of Customer and CX measurement framework, including NPS, CSAT, First Contact Resolution and other relevant customer experience indicators, establishing targets and monitoring performance against them.</li><li>Use surveys, complaints, customer interactions, research and other feedback channels to identify customer needs, expectations, pain points and emerging trends, ensuring insights are translated into clearly defined improvement actions.</li><li>Utilize customer segmentation based on relevant behaviors, preferences, value, demographics and usage patterns to support customer experience initiatives, service prioritization and relevant business campaigns.</li></ul> Product, Process &amp; Operational Readiness: <ul><li>Ensure Customer Experience is appropriately involved in the development and implementation of new products, services, campaigns, processes and customer-impacting system changes, with customer experience risks identified before implementation.</li><li>Establish operational-readiness requirements for major launches and changes, including capacity, processes, systems, training, knowledge materials, customer communication and escalation procedures, and monitor customer impact following implementation.</li></ul> Performance, Compliance &amp; Financial Management: <ul><li>Provide senior management with regular reporting on Customer Experience performance, customer trends, key risks, operational performance, Continuous Improvement initiatives and areas requiring management attention.</li><li>Ensure Customer Experience operations comply with applicable regulatory requirements, company policies, data protection requirements and industry standards in coordination with Regulatory, Legal and other relevant functions.</li><li>Develop and manage the Customer Experience operating budget and monitor operating costs, productivity and cost-to-serve, identifying opportunities to improve efficiency without negatively impacting customer experience.</li><li>Manage key Customer Experience vendors and partners, ensuring contractual commitments, SLAs, costs, quality standards and performance expectations are effectively monitored and managed.</li></ul>&nbsp;Requirements: <ul><li>Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field,</li><li>A Master’s degree or professional certification (e.g., CCXP - Certified</li><li>Customer Experience Professional) is highly preferred.</li></ul>

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210 project finance Jobs found

RCSA & Internal Control Analyst

Technology Obsolescence - Task force - Data Specialist (VP1)

Account Manager

Senior Team Lead

Senior Manager – Technology Transformation

Finance Analyst

Finance Analyst III (Plant Operations)

Supervisor Supply Chain

Product Manager

Customer Experience Director

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210 project finance Jobs found

RCSA & Internal Control Analyst

Technology Obsolescence - Task force - Data Specialist (VP1)

Account Manager

Senior Team Lead

Senior Manager – Technology Transformation

Finance Analyst

Finance Analyst III (Plant Operations)

Supervisor Supply Chain

Product Manager

Customer Experience Director

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