Process Re-engineering

1. Analyses, designs and develops roadmaps and implementation plans based on a current versus future state business architecture, and reviews the architecture standards for approval. 2. Leads and facilitates the business architecture governance process based on the enterprise architecture governance structure, and manages exceptions to architectural standards at a business level. 3. Assesses near-term needs to establish business priorities and aligns architectural requirements with IT strategy. 4. Consults with clients and IT teams on business architecture solutions and provides recommendations on emerging technology to senior management. 5. Works in a dynamic and evolving business environment. 6. Is knowledgeable of relevant enterprise architecture methodologies, frameworks, and modelling tools. 7. Is also familiar with organisational design frameworks and tools. 8. Effectively synthesises diverse needs of the business unit, and has strong situational analysis, problem-solving, and decision-making abilities. 9. Possesses excellent communication skills and is able to influence key stakeholders.

1. Develop and implement strategies to enhance the overall customer experience across all touchpoints in the telecommunications service journey. 2. Lead cross-functional initiatives to identify and address customer pain points, streamlining processes to improve satisfaction and loyalty. 3. Analyze customer feedback, survey data, and interaction metrics to gain insights into customer needs and preferences. 4. Collaborate with marketing, sales, and product teams to ensure a consistent and positive customer experience that aligns with brand values. 5. Design and oversee the execution of customer experience programs, including loyalty rewards, personalized communication, and proactive customer service. 6. Monitor and report on customer experience performance, setting KPIs and benchmarks to measure success and drive continuous improvement. 7. Manage customer experience projects, ensuring they are delivered on time, within budget, and achieve desired outcomes. 8. Foster a customer-centric culture within the organization, providing training and support to staff on best practices in customer service and engagement. 9. Liaise with technology teams to leverage digital tools and platforms that enhance the customer experience, such as self-service portals and mobile apps. 10. Respond to escalated customer issues, providing resolution and feedback to prevent future occurrences.

1. Leads and sets the direction for executing cross-functional and regional programs from initiation to completion. 2. Creates portfolio roadmaps, defines and/or modifies portfolio processes and procedures, develops the portfolio risk management plan, and monitors performance of portfolios. 3. Partners with business leaders and determines program goals that support business objectives and strategies. 4. Directs a team of professionals and third-party vendors or service providers towards reaching organisational goals related to programs. 5. Manages risks that affect the delivery of outcomes. 6. Designs, develops and implements operating policies. 7. Drives the adoption of Agile practices and values for projects and programs within the organisation, including the implementation of Scrum process framework. 8. Works in a team setting and is knowledgeable of Agile practices and methodology, project management methodologies and tools, as well as Scrum process framework. 9. Adopts a broad, global perspective and is confident in making critical decisions and handles competing resource needs with implications on various projects and stakeholders. 10. Is an excellent leader who has a passion for mentoring and developing professionals in the team.

1. Plans and oversees multiple inter-dependent programs spanning multiple years that impact one or more business units or one larger project. 2. Oversees all aspects of assigned programs throughout program lifecycles to ensure completion within the defined scope, quality, time, and cost constraints. 3. Ensures accurate allocation of resources throughout the program. 4. Leads multi-disciplinary teams, composed of various levels of personnel, vendors, and clients to create and deploy successful programs. 5. Coaches team members on Agile practices and values, and Scrum process framework. 6. Is proficient in Agile practices and methodology, project management methodologies and tools, as well as Scrum process framework. 7. Is confident and decisive in leading projects, overseeing the completion and integration of inter-dependent programs and parts. 8. Has excellent communication skills and is capable of effectively influencing various internal and external stakeholders.

1. Develop and implement transformation strategies to drive organisational change and achieve business goals 2. Oversee and manage transformation projects, ensuring they are delivered on time, within scope, and within budget. 3. Engage with stakeholders to communicate the transformation vision, manage expectations, and gain support for change initiatives. 4. Identify and implement process improvements to enhance operational efficiency and support the transformation agenda. 5. Facilitate cultural change within the organisation by promoting a growth mindset, fostering innovation, and encouraging collaboration across teams. 6. Develop and execute risk management strategies to anticipate and mitigate potential barriers or challenges to successful transformation initiatives. 7. Utilise change management methodologies to guide organisational change efforts effectively. 8. Implement performance measurement systems and metrics to track progress, assess outcomes, and ensure alignment with transformation objectives. 9. Foster a continuous improvement culture by encouraging feedback loops, conducting post-implementation reviews, and refining transformation strategies based on lessons learned.

1. Support transformation projects, ensuring they are delivered on time, within scope, and within budget. 2. Engage with stakeholders to communicate the transformation vision, manage expectations, and gain support for change initiatives. 3. Identify and implement process improvements to enhance operational efficiency and support the transformation agenda. 4. Facilitate cultural change within the organisation by promoting a growth mindset, fostering innovation, and encouraging collaboration across teams. 5. Execute risk management strategies to anticipate and mitigate potential barriers or challenges to successful transformation initiatives. 6. Utilise change management methodologies to guide organisational change efforts effectively. 7. Utilise performance measurement systems and metrics to track progress, assess outcomes, and ensure alignment with transformation objectives. 8. Foster a continuous improvement culture by encouraging feedback loops, conducting post-implementation reviews, and refining transformation strategies based on lessons learned.