Digital Project Manager

Part II: Job Summary

The Head of Digital Project Department takes active leader role to initiate and execute digitalization projects for UNTACT business growth in consideration of strong customer experience with customer relationship innovation, operational cost saving, and modern technologies adoption.

Part II: Key Accountabilities

His/her key accountabilities include:

- Be on top of all digitalization projects for UNTACT objectives including customer services, customer communications, customer recruitment and all processing flows – with strong coordination from technical teams and business owners.

o Create functions development plan in aligning with resources availability and the Company digital strategy;

o Design online customers journeys and UI/UX in consideration of digital nature principles and customer experience;

o Generate digital initiatives, lead the business owners’ requirement and be the key member in digital project implementation all stages including BRD development and UAT, in response to Company operational cost saving, process simplification and customer experience process simplification, with the modern technology adoption;

- Proactively identify room for improvement, plan and implement enhancement for digital projects after-production stage.

- Be responsible of monitoring the growth of online transactions value through the company applications' functions development, include MAU (Monthly Active User) and digital repayment value.

- Be owner of Customer Communications Dashboard and assigned digital platforms:

o Conduct Onboarding / Offboarding and Customer Satisfaction Surveys based on business time-to-time demands in coordination with relevant parties to identify service room for improvement of selective digital flatforms;

o Design and control all customers communication standards in coordination with Customer Service Center and Legal & Compliance to ensure consistent customer interactions and local regulations.

- Be an escalation point for issues within digitalization projects that require stakeholder communication.

- Be responsible of resources arrangement and allocation in projects and monitoring execution.

- People Management to ensure team-work, collaboration and performance in digital projects.

- Other tasks assigned by Division Head.

1. Education background: University Graduated

2. Minimum Experience

- Preferable experience in Digital Transformation project management and execution;

- 10 years working experience in hospitality industry preferably in consumer finance, banking or other relevant business sector;

- Understand well financial products, processes and online business nature;

- Well understand relevant regulatory requirement to support effective digital project design and implementation;

- Experience in project implementation.

3. Knowledge, Competencies, Skills

- Highly “customer focus”

- Technology innovation oriented

- Be able to multi-task and adhere to timelines

- Communication and influencing skills will be exceptional and always deliver a positive outcome, even where conversations are challenging.

- Have execution capabilities – engaging relevant stakeholders and managing expectations around timing, process etc.

- Fluent oral and written communication skills in both English and Vietnamese