Bucharest, Bucharest, Romania
- Broad experience in the planning and coordination of study activities and resources - Significant experience in working and coordinating remote project teams - Involved in complex projects and successfully achieved project targets in time and to the highest quality - Good technical skills, high capacity to analyze processes and solve problems - High experience in interacting with customers/sponsors - Significant experience in training programs
- Works independently with a high sense of ownership on project management tasks, with higher level expertise - advanced analytical, technical and communication skills, advanced financial understanding, and building internal/ external client relationships - Collaborates with PL to make choices about where to concentrate resources and effort on any given day, anticipating potential issues, dealing with these issues before they come critical, and coordinating work of the overall project good. The integration effort also involves making trade-offs among competing objectives and alternatives. - Use systems and tools expertise in collaboration with project team to identify, unify, and coordinate the various project management activities within the various processes - Project vendor Management - Review vendor invoices and compare to contracted work. Follow up with the vendor directly and escalate issues to the Project Leader as needed. - Project Financial Management - Reviewing and processing pass through cost invoicing, marking any inconsistencies and wrong bookings for PL review. Review T.I.M.E. bookings and project resource reports and provide initial analysis to the Project Leader. - Project Meeting Management - Support preparation of required information for project review meeting; reporting of owned responsibilities during meeting attendance; support tracking and follow-up of action items. - Set-up and maintain the project schedule - Prepare draft project plans including all sub plans - Initiate, set-up and maintain Management systems on a regular basis - Oversee implementation of Quality Plan, perform Project Management related quality checks on the study according to Quality Plan and in close cooperation with Project Leader - Communicate with the client - Manage the project resourcing - Conduct project close out in management systems an end of project
- Coordinate, organize, plan and control the activities of the Online Banking and Call Center departments; - Real time monitoring of the activities carried out in the departments to ensure the fulfillment of responsibilities and the proposed indicators; - Make/update processes, procedures and operational instructions to support the activities of departments, interactions with other departments, ensuring informational flow for both the Online Banking service and Call Center; - Analyze processes within Online Banking and Call Center departments and relations with other structures; propose changes and methods in order to optimize processes; - Identify new opportunities to improve customer relationship and Online Banking activity and ensure their implementation; - Identify the modules which must be developed in the Online Banking application, menus and screen design, application testing (User Acceptance Test); - Develop product methodology (user guide, contracts, form, procedures, etc.); - Monitor and process the requests and the payments made through Online Banking; - Prepare monthly reports with the activities carried out in the Online Banking and Call Center departments.
- Coordinate the activity of the Contact Center operators who are responsible for the Card Assistance activity; - Offer the necessary support to the Contact Center Operators in order to communicate the suitable solutions; - Create the working procedures used by the Contact Center for the Card Assistance activity; - Make written evaluations of the Contact Center Operators involved in the Card Assistance activity; - Communicate with other departments within BCR in order to obtain the necessary information for the Card Assistance activity; - Communicate the latest information on new products and services, working procedures or software applications to the Contact Center Operators; - Making the weekly planning for the Contact Center Operators and coordinate the pauses; - Preparing an monthly report including the activities carried out in the Card Assistance Department; - Teach and prepare the new operators; - Participate at the recruiting process of the new operators;
- Identify and develop training programs; - Prepare the trainings structure and all the necessary materials; - Organize the training groups; - Organize and coordinate the training, retraining, refresh and coaching processes; - Prepare and check the written and the practical tests (both from the training process and also the monthly ones) and call simulations; - Realize the scripts for calls/emails used by the agents; - Prepare and coordinate the development programs of the agents; - Monitor and ensure a high quality of services offered to the customers; - Offer the necessary support for all the departments regarding quality issues; - Participate in the recruitment process.