Customer Service Project Manager

Binance is a leading global blockchain ecosystem behind the world’s largest cryptocurrency exchange by trading volume and registered users. We are trusted by over 230 million people in 100+ countries for our industry-leading security, user fund transparency, trading engine speed, deep liquidity, and an unmatched portfolio of digital-asset products. Binance offerings range from trading and finance to education, research, payments, institutional services, Web3 features, and more. We leverage the power of digital assets and blockchain to build an inclusive financial ecosystem to advance the freedom of money and improve financial access for people around the world.
As a key member of the PMO team, you will be responsible for project-management of the key Global Customer Support (CS) initiatives and work with relevant stakeholders to deliver value and enhance CS performance. Active engagement and assistance in ad-hoc projects and other related PMO support activities are also expected.

Responsibilities:

• Be the Go-to person in project managing a suite of Key Identified CS initiatives
• Track and drive timely execution of detailed Project Plan. Projects are typically cross borders, cross functional and may include system implementations and/or process redesign
• Identify/Track risks and issues, and work with relevant stakeholders to drive issue solution
• Report progress of project status to leadership team on regular basis
• Raise early warning flags and escalate issues to leadership team on a timely basis
• Document all aspects of the projects
• Identify, prioritise and deliver process improvements for CS
• Lead cross-functional team to improve CS processes by understanding current processes and propose standardisation and/or re-engineering initiatives, taking end-to-end in mind on improving CS productivity, operational excellence, and improve customer/ stakeholder satisfaction
• Take ownership of ongoing continuous measurement and monitoring processes working with functional owner

Requirements:

• A recognised tertiary education with at least 4-6 years of experience in COO/ Project Management or Customer Service/ Operation environment
• Minimum 3 years of excellent project/ process re-engineering experience, with excellent communication skills, strong interpersonal skills and proven people management techniques
• Bilingual in English and Chinese to be effectively liaising with Chinese speaking stakeholders
• Strategic thinking, analytical and result oriented
• Strong MS Excel, PPT, visio and presentation skills and excellent documentation ability
• Able and willing to adapt in a dynamic environment and have a strong sense of service
• Team player who is able to perform under pressure, multi-task, self-motivated and work independently
• PMP / PRINCE2 certified. PMI-ACP would be a plus

Why Binance• Shape the future with the world’s leading blockchain ecosystem• Collaborate with world-class talent in a user-centric global organization with a flat structure• Tackle unique, fast-paced projects with autonomy in an innovative environment• Thrive in a results-driven workplace with opportunities for career growth and continuous learning• Competitive salary and company benefits• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)
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