Project Manager Salesforce Genesis CRM Implementation (Insurance / Financial Services)
Location: Kuala Lumpur
We are working with a leading multinational financial services group to hire an experienced Project Manager for a large-scale Salesforce Genesis CRM Contact Centre implementation across multiple markets in Asia, including Hong Kong, Vietnam, Singapore, Malaysia, and Indonesia. This role is critical in driving a regional digitalization and transformation programme, supporting customer servicing and policy servicing functions with advanced CRM and AI-driven solutions.
Key Responsibilities
- Lead the end-to-end delivery of a multi-market Salesforce Genesis CRM Contact Centre solution (inbound/outbound, customer enquiry servicing, AI tools).
- Manage scope, timelines, milestones, and dependencies across business stakeholders, IT teams, system integration partners, and vendors.
- Act as the bridge between business units and technical partners, ensuring smooth integration and implementation.
- Drive governance, issue escalation, and risk management to keep projects on track.
- Support contact centre transformation initiatives across multiple Asian markets.
- Provide project tracking and reporting using tools such as Confluence, JIRA, and Microsoft Project.
- Facilitate communication between senior stakeholders, ensuring alignment and successful outcomes.
Requirements
- Min 8 years of experience in project management, ideally leading large-scale digitalization or CRM transformation programmes.
- Proven vendor and system integrator management experience, with strong governance and stakeholder skills.
- Familiarity with Salesforce, Genesis, or large-scale CRM solutions; insurance or financial services background is highly advantageous.
- Strong soft skills ability to influence, manage change, and work across diverse cultures and markets.
- Knowledge of project management methodologies (Agile/Waterfall/Hybrid).
- Experience with project tracking tools (Confluence, JIRA, Microsoft Project).
- Cantonese/Chinese language skills will be a strong advantage.
- Willingness to travel occasionally within Asia.
Whats on Offer
- A chance to play a pivotal role in a multi-market digitalisation programme that transforms customer and policy servicing.
- High visibility with senior stakeholders across Asia.
- Dynamic, fast-paced environment with a focus on innovation and operational efficiency.
