Programme Manager

Programme Manager – Customer Experience Improvement

Overview:

Our client is embarking on a significant programme aimed at enhancing customer experience, with a primary focus on optimizing the onboarding process. The client is looking for a Programme Manager who will spearhead the implementation of strategies to improve efficiency, reduce friction, and elevate satisfaction throughout the customer journey. Collaborating with cross-functional teams, you'll identify areas for improvement, devise innovative solutions, and ensure successful project delivery in alignment with our clients objectives.

Experience working within Financial Services is essential.

Key Responsibilities:

Strategic Planning:

Develop and execute a comprehensive strategy to optimise and enhance the customer onboarding process, in line with the bank’s strategic goals.

Project Management:

Lead cross-functional teams, including Business Analysts and Testers, in delivering technical solutions tailored to business requirements.

Interface with Business-As-Usual (BAU) teams such as Risk and Compliance, ensuring compliance with regulatory standards.

Define project scope, objectives, timelines, and resource requirements, ensuring stakeholder alignment.

Monitor project milestones, identify risks, and conduct working group meetings to maintain focus on delivery.

Process Optimization:

Utilise project resources to analyse current onboarding processes, systems, and workflows to identify opportunities for optimization and efficiency gains.

Collaborate with business stakeholders to streamline procedures, eliminate redundancies, and automate manual tasks where feasible.

Implement industry best practices to ensure a seamless onboarding experience.

Stakeholder Engagement:

Serve as a liaison between business units, ensuring clear communication and coordination throughout the project lifecycle.

Provide regular updates and reports to senior management on project status and key metrics.

Change Management:

Facilitate change management efforts to ensure smooth adoption of new processes, systems, or tools related to customer onboarding.

Gather feedback from internal stakeholders and customers to drive continuous improvement.

Technical Experience:

Proficiency in implementing Microsoft solutions, given the pervasive use of Microsoft applications within the organization.

Exposure to modifying and upgrading D365 CRM which forms the core of this project.

Experience working with PowerApps, which handles a significant portion of the automation required.