The Talkdesk Support Officer d irectly reports to the Business Management Division Head (Talkdesk EPM: Enterprise Program Manager). This person will be liaising between various Business Units on the program, ISG, EVM and the offshore vendor (Talkdesk), regarding all support needs of the program. This position aims to ensure seamless communication, effective project implementation, and ongoing support for the Talkdesk Program Office as more BUs aligned with the digital transformation roadmap of the bank and enhance our customer service capabilities through the Talkdesk platform.
Responsibilities
Provide and support Program Office on Strategic Oversight and Governance with the following activities:
- Talkdesk Roadmap definition and ownership
- Prioritization control over Talkdesk-related projects across all business units
- Program Budget and Expense Management (preparation/monitoring/control)
- Governance and Conflict Resolution
- Steering Committee Participation
- Coordinate between the Offshore Vendor (Talkdesk) and Business Units in gathering business requirements, providing updates, and facilitate communication regarding program initiatives.
- Facilitate the preparation and submission of program reports and updates to senior management
Business Unit Enablement and Onboarding of New Units
- Monitoring program project implementation, milestones tracking, manage billing concerns and help coordinate in program-related issues.
- Customization and Alignment: ensure global requirements are rolled out to all units, temper customization
- Resource Coordination
Technical Enablement and Integration
- Platform and Technical Ownership: Oversees integration with Salesforce, IBM, ISG, and other systems; manages technical architecture and platform stability
- Feature Deployment and Enhancement
- Managed Services Oversight
- Ensures Capability Requests are closely monitored and delivered by the vendor
Compliance, Risk, and Legal Coordination
- Security and Privacy Alignment: coordinates with Risk, Data Privacy, and Compliance teams to ensure secure implementation and adherence of universally impacting changes
- Assist with CRO Exception Approvals: as needed
Operational Execution and Process Institutionalization
- Training and Change Management: specific for new business onboarding and new release launches
- Role and Permission Configuration: manage ring group setup per BU, user categorization, and admin visibility across business units
Qualifications
- Bachelor's degree in business administration or any course related to the field
- Minimum 3-5 years of experience in operations, project coordination, or a related support role, preferably in the banking or financial services sector
- Exposure to contact center systems like Talkdesk is an advantage
- Strong understanding of customer service operations and call center technologies
- Familiarity with best practices in customer service and call center management across the BUs.
- Knowledge of key performance indicators (KPIs) relevant to Talkdesk as customer service platform.
- Excellent verbal and written communication skills
- Solid attention to detail and data analysis
