Program Management Specialist

Description:

Work closely with Transformation Program Management Office Unit Head, Transformation Program Management Office Analyst, initiative owners and focal points in Customer Service Department in ensuring the project management processes related to transformational initiatives related to Customer Managment Workstream are carried out in an efficient and timely manner.

· Provide expert guidance to owners of strategic initiative owners related to building Customer Management capability, especially on solutions, tools and techniques on enhancing customer experience/customer journey thereby elevating customer satisfaction levels to leading global benchmarks including but not limited to the following:

o   Review, validate and enhance Customer Management-related transformational initiative projects documentations such as business cases and project charters.

o   Contribute in developing business cases and project scope for new strategic initiatives.

o   Ensure alignment and relevance to corporate objectives and other compliance criteria.

o   Ensure that all investments in transformational initiatives related to Customer Management truly contribute the client’s progress towards a world-class utility.

o   ensure maximum benefit of investments by identifying and eliminating duplications and conflicts in technology investments, redundancies in consultancy costs.

o   Ensure proper prioritization in coordination with all stakeholders.

·        Ensure that the status of Customer Management transformation program is reported in a clear and timely manner including but not limited to the following:

o   Ensure that the status of all individual strategic initiatives (projects) related to Customer Management are always tracked and updated in all reports.

o   Ensure compliance to timelines, targeted milestones and budget.

o   Resolve project execution issues.