About the team
As part of the Customer Experience Governance team, you will help us as we strive towards security and system process excellence for our Contact Centre operations across the region, and continuously outserve customers and across business units within Grab.
About the role
The Project Specialist will support new/ongoing CE-IT initiatives, new CE business system implementation projects, develop and maintain documentation, and ensure timely delivery of projects.
The Day-To-Day
- Work closely with CE Project Team & Vendor on system documentation, change management processes and access control procedures.
- Coordinate with project team on the IT setup for CE Contact Center sites (new/expansion). Work closely with internal parties and CE Vendors to ensure tasks are delivered on schedule.
- Conduct and facilitate CE User Acceptance Test (UAT) with internal parties to ensure site is IT ready for go live.
- Work with CE Project Manager and transition teams (internal and outsourced) to facilitate and run the implementation, and rollout of new projects across CE region.
- Work with CE Project Manager to manage CE-IT project deliverables, timelines and prioritisation with Grab IT. Participate in regular cadences for progress tracking.
- Provide subject matter expertise on IT engagement and controls to support CE towards growing business demands and compliance.
The Must-Haves
- At least 3 years of relevant working experience in end-user environment supporting IT infrastructure/application project implementation, facilitation, execution and user training.
- Strong analytical skills, structured process thinking, problem solving, attentive to detail, team motivator and a proactive self-starter.
- Strong verbal and written communication skills.
- Good interpersonal, influencing skills and able to communicate effectively with different levels of stakeholders including vendors and across cultures.
- Positive attitude, display a keen understanding of business priorities and objectives, and ability to work with documentation.
- Ability to embrace change and contribute as a change agent. Able to take pressure and work under tight schedule.
- Self-driven and exhibits personal accountability for successful completion of projects and tasks assigned.
- Strong exposure to customer and stakeholder engagement.
- Operational know-how in vendor management, business continuity management, customer engagement contact centres, project management tools highly desirable.
- Possess Operating Systems and Networking skills will be an advantage.
- Willing to travel on need-to basis.
