Project Manager

Job Summary

The Project Manager (PM) will lead coordination and communication efforts to ensure effective service delivery by CRA teams, manage security compliance, oversee knowledge transfer, and conduct service recovery and incident investigations to maintain high operational standards.

Workings hours: 9 hours (includes lunch break)

Working days : 5 Days

Responsibilities

• Organize and lead monthly meetings with working teams and management to report performance and discuss key issues.
• Attend meetings with external parties to report and discuss matters related to service delivery and operational improvements.
• Ensure all CRA personnel sign undertakings to safeguard official information and complete security screening.
• Facilitate dissemination of new service or scheme information from training and curriculum development meetings to CRA teams promptly and effectively.
• Continuously incorporate new operational insights and knowledge into daily CRA operations to maintain service quality.
• Conduct service recovery by promptly investigating escalated issues from CRA, engaging affected customers through appropriate channels, coordinating with stakeholders, and implementing corrective actions to prevent recurrence.
• Document all service recovery activities and provide regular updates throughout the resolution process.
• Upon receiving complaints or feedback about CRA personnel, prepare and submit a written investigation report within 3 calendar days, including recommendations or proposed measures request extensions as needed with manager approval.