Head of Delivery & Engagement

SUMMARY OF RESPONSIBILITIES

1. Support clients and stakeholders in integrating with PayNet services (RPP services and legacy products of PayNet) by leveraging technical expertise to provide informed recommendations.
2. Develop and maintain operational relationships with clients and stakeholders to facilitate product and process enhancements.
3. Lead process development and improvement initiatives.
4. Train and coach team members on both new and existing processes.
5. Oversee and manage multiple strategic initiatives from initiation to completion.
6. Develop detailed strategic plans, including business cases and management papers, to secure internal approvals through established governance processes

KEY AREAS OF RESPONSIBILITIES

1. Delivery & Engagement’s role is focused on fundamentally redesigning core business processes to streamline/improve operation performance metrics like cost, quality, service and speed.
2. It involves a radical rethinking and redesign of work-flows to eliminate inefficiencies and redundancies, ultimately enhancing overall business outcomes.
3. To review, analyse and provide feedback on the Business Requirement Document (BRD) and User Requirement Document (URD) submit of new and/or enhanced services ed from Product /Technology Team.
4. To review, analyse and develop business processes, requirements and translate into details functional specification document covering PayNet’s products & services.
5. To participate in the requirement gathering process and work closely with all stakeholders to ensure the processes involved for the introduction of new products and services or enhancement are optimised.
6. To provide proposal or recommendation for improvement of business processes and system architecture/ integration for better operational efficiency and optimisation.
7. To communicate and liaise with all stakeholders to understand the nature of business, processes, challenges, requirements and bridge the gap for business needs and provide workable solutions through discussion and brainstorming sessions.
8. To communicate and liaise with the Product and Technical stakeholders in ensuring alignment of the processes across the industry.
9. To formalize the proposal for new and/or enhanced services with PayNet Management.
10. Represent the company / Operations Division at industry events, conferences and client meetings.
11. Initiate and coordinate discussion with internal stakeholders on matters related to OP/OSP rule changes.
12. Oversee and manage multiple strategic initiatives from initiation to completion.
13. Develop detailed strategic plans, including business cases and management papers, to secure internal approvals through established governance processes.

QUALIFICATIONS & EXPERIENCE

1. Education: Bachelor’s degree in computer science, Software Engineering, Information Technology, Business, or a related field is required.
2. Experience:
   • 7 years of experience in developing and implementing digital solution and/or equivalent, with client-facing, such as solution consulting, pre-sales and post-sales implementation and support
   • Experience in execution of RPP services/PayNet Services and/or equivalent strategies that drive business growth and client satisfaction.
   • Proven track record in solution design and advisory engagements for clients across various industries.
   • Experience in business operation and project management, with the ability to effectively lead cross-functional teams and deliver projects on time and within budget.
   • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients, stakeholders, and team members.

FUNCTIONAL COMPETENCIES

1. Technical Expertise: Strong understanding of a wide range of technologies, platforms, and architectures, with the ability to recommend suitable solutions for each client's unique needs.
2. Solution Design: Proficiency in designing innovative solutions to address clients’ requirements, leveraging deep technical knowledge and industry best practices.
3. Requirements Analysis: Skilled in conducting thorough analysis of client requirements, translating business requirements into actionable technical specifications and solution designs.
4. Client and Stakeholder Relationship Management: Able to cultivate and maintain strong, long-lasting relationships with clients and engage with clients to understand their needs, challenges, and objectives, and provide expert guidance and advice on suitable solutions, serving as a trusted advisor and thought leader in solution design and implementation
5. Problem-Solving: Strong problem-solving skills with the ability to think critically and propose innovative solutions to address clients’ challenges and opportunities.
6. Communication Skills: Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts in a clear and concise manner and build rapport with clients and internal teams.
7. Solution Presentation: Ability to prepare and deliver proposed solutions to clients and effectively communicate the value and benefits they offer.
8. Team Leadership: Possesses leadership skills with the ability to lead cross-functional or project teams to achieve the required goals.
9. Market Research and Insights: Willingness to stay updated about emerging technologies, industry trends, and market developments, to provide strategic insights and recommendations to clients.
10. Risk Management: Capable of identifying potential risks and challenges associated with proposed solutions, developing mitigation strategies and contingency plans to ensure successful implementation.
11. Strategic Thinking: Able to understand and execute strategic plans for solution advisory services that align with overall business objectives.
12. Collaboration: Able to collaborate effectively with cross-functional teams, including account managers, onboarding, and product management, to ensure seamless delivery of solutions and exceptional client experiences.