Job Description
Key responsibilities
Digital Strategy & Transformation
- Analyze current digital usage patterns and identify opportunities for enhanced digital adoption across all customer and operational touchpoints
- Develop comprehensive proposals for digital change initiatives, including detailed business cases with clear ROI / impact projections
- Lead digital transformation projects from conception through implementation, ensuring alignment with organizational strategy
- Drive the adoption of automation tools, AI-driven analytics, and process optimization technologies to improve scalability and reduce manual dependencies
- Champion digital-first behaviors across the organization, working with management to embed digital capabilities within existing operations
Operations Management & Process Excellence
- Design and organize seamless user experiences across multiple channels and customer touchpoints
- Implement robust governance models, risk controls, and regulatory compliance measures for digital operations
- Utilize Lean, Six Sigma, and other methodologies to identify and eliminate operational inefficiencies
- Spearhead robotic process automation (RPA) and AI-driven solutions to enhance operational effectiveness
- Conduct root cause analysis to identify operational deficiencies related to digital usage and implement sustainable corrective actions
- Establish continuous improvement frameworks including Kaizen principles and business process reengineering
Data Analytics & Performance Management
- Leverage advanced analytics, dashboards, and real-time reporting tools to track digital performance and identify trends
- Develop and maintain digital usage reporting frameworks to measure adoption, engagement, and business impact
- Utilize predictive modeling and business intelligence tools (Power BI, Tableau, SQL) to derive actionable insights
- Monitor benefit forecasting and tracking for digital initiatives, ensuring delivery of projected outcomes
- Conduct regular operational audits to evaluate digital performance and recommend strategic improvements
Stakeholder Management & Communication
- Present proposals, findings, and recommendations to senior leadership and key stakeholders with clarity and impact
- Capture and translate business requirements into technical specifications for digital solutions
- Act as liaison between business units, technology teams, and external vendors to ensure seamless delivery
- Conduct regular business reviews to evaluate digital initiative performance and alignment with objectives
- Implement structured feedback mechanisms to capture stakeholder input and drive continuous improvement
Change Management & Implementation
- Author and communicate digital behavior requirements and standards across the organization
- Support change thinking and change management initiatives throughout digital transformation projects
- Analyze system changes and assess their impact on business operations and user experience
- Communicate technical changes effectively to operational teams and support successful implementation
- Create compelling change stories using data visualization and presentation techniques to drive adoption
Team Leadership & Capability Building
- Lead, mentor, and develop team members with a focus on digital excellence and innovation
- Foster a culture of ownership, accountability, and continuous learning
- Provide input to training programs to upskill employees on digital tools, analytics platforms, and process excellence
- Promote consultative approaches to problem-solving and critical thinking across the team
Qualifications and experience
Education
- Bachelor's or Master's degree in Business Administration, Information Systems, Digital Technology, Operations Management, or related field
Experience
- Minimum 8 years of progressive experience in digital transformation, operations management, or digital delivery roles
- Proven track record in the real estate, banking, government, or property management sectors
- Strong experience in service delivery, process excellence, and operational transformation
- Demonstrated success in leading digital adoption initiatives and change management programs
- Experience with CRM platforms, workflow automation, and digital customer engagement solutions
Technical Skills
- Advanced proficiency in business intelligence and analytics tools (Power BI, Tableau, Excel, SQL)
- Strong understanding of CRM systems, preferably Salesforce and Genesys platforms
- Knowledge of app development and deployment processes
- Understanding of API integration and system connectivity
- Experience with process automation tools and RPA technologies
- Familiarity with Lean, Six Sigma, or other process improvement methodologies (certification preferred)
Core Competencies
- Exceptional communication skills across all formats (verbal, written, presentation)
- Advanced PowerPoint skills with ability to structure complex information and create compelling visual narratives
- Strong influencing and stakeholder management capabilities
- Consultative approach with ability to critique thinking and challenge assumptions
- Root cause problem-solving expertise using analytical frameworks
- Project management experience with demonstrated ability to deliver complex initiatives
- Critical thinking and strategic analysis capabilities
- Change story creation and communication expertise
- Strong command of English language (written and spoken)
What we offer
- Opportunity to shape digital strategy for a leading real estate development and management company
- Collaborative work environment with senior leadership visibility
- Exposure to diverse real estate portfolio and complex operational challenges
- Professional development and continuous learning opportunities
- Competitive compensation package commensurate with experience
CallCenterNinja