Project & Application Management Consultant

By applying for the above position, you accept and agree that your personal data and any information stated in the attached curriculum vitae (CV) will be used and processed by ITViec and NAB Vietnam for recruitment purposes. The storage and processing of such information will comply with the applicable laws of Vietnam, and the policies and procedures of ITViec and NAB Vietnam regarding personal data, as amended from time to time.Your Job ResponsibilitiesABOUT THE JOB The role is pivotal in managing the colleague technology experience within the Retail & Contact Centre business units. This role demands a highly collaborative, communicative, and knowledgeable individual who can coordinate across multiple teams within Retail, Direct, and Operations, as well as across all of Technology & Enterprise Operations. There is a requirement to reach out to non-technical frontline colleagues and run training and education sessions for their branch technology and find ways to improve their experience with technology. This role will help to manage low priority, high volume problems across the Retail network and needs to have a good understanding of the Branch technology used in Australia and will need to be able to communicate clearly and effectively with both non-technical colleagues and technical teams looking into issues. The ability to form strong connections and manage relationships is a foundational capability for success in this position.   YOUR JOB RESPONSIBILITIES  This role is crucial in managing escalations for incidents, deep diving into challenging issues, and driving permanent resolutions to common problems. The individual will also be responsible for managing and encouraging simple fixes for ATMs & SSM's with the Retail Business and assisting across Direct and C&CS to ensure the business's success in meeting its needs.  ATM, SSM, TCR Colleague Support: Deep dive into the branches\people who raised the most tech faults, create a new process around frontline colleague education and support to ensure they have a better experience with the frontline technology. This will involve working closely with the ATM & Retail technology support teams.  Incident Management: Manage escalations for incidents, ensuring timely and effective resolution.  Problem Resolution: Deep dive into difficult and challenging issues to drive permanent resolutions and improve operational efficiency.  Business Support: Assist the business across Direct and C&CS with complex or common problems to ensure successful outcomes.  Daily /Monthly Tasks:  Compile and analyse ATM (ITS), SSM (Conscillion), and TCR (Glory) data for monthly reporting, identifying top branch\people issues and areas for improvement.  Respond to and manage escalations for incidents, coordinating with relevant teams for resolution.  From the above responsibilities, identify and investigate common issues, collaborating with stakeholders to develop strategies for permanent problem resolution.  Engage with the Retail Business to manage simple fixes for ATMs  Support Direct and C&CS SDL's and teams with deep dive issue investigation, analysis and management of problems.