Senior Project Manager - Scrum Master

Chennai, Tamil Nadu

Job Summary

ECP (Economic Crime Prevention) – Who we are & what we do. In the Economic Crime Prevention (ECP) Platform, our mission is to reduce harm to our communities by enhancing the Group's capability to prevent, detect and respond to economic crime. The Platform sits within Consumer Relationships and plays a critical role in providing services across the whole Group. If you want to find out more about our platform, including why it’s a great place to work, you can head over to our SharePoint or even have a listen to some of our People Pods and take a deep dive into the fascinating world of the ECP Platform and the amazing people that make it all happen! We're looking for a Customer Journey Manager to join our team, where you'll play a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. This role is within the Resolving Economic Crime lab where we are focussed on delivering capability to enable effective, empathetic and efficient Economic Crime interactions. We are looking for a number of colleagues that could support across a number of our products, including Economic Crime Investigations, Customer Payment Interventions, Customer Reporting, Messaging and Educations & Awareness. Here's where you'll make a difference: The key responsibilities of the role: Independently understands the end-to-end journey. Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey. Works with limited supervision and lead on Customer Journey and process maps (e.g Visio) Continually evaluates the effectiveness of the journey from a customer and business perspective. Displays a continuous improvement mindset to their journey. Coordinate cross functional alignment on journeys. Understand cross-functional context and build alignment as needed. Skills needed for this role: You're Customer Centricity - Promoting the value of customer outcomes with team and peers and ensures work efforts to achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities. Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders. Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views.



And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members. It would be beneficial if you had experience of working with the Group Customer Risk Assessment tool 'APM' (Automated Portfolio Monitoring) and a strong understanding of Customer Risk Assessment policy requirements would be beneficial for this role as you will be working closely with business users of APM and the methodology behind the tool itself. A background in ECP risk assessment processes would be advantageous, but is not a necessity. About working for us Whatever your aspirations, you can expect excellent benefits, personal development, and a career that’s enriching and full of opportunity. We work in a hybrid way which involves colleagues spending at least two days per week or 40% of their time at one of our office sites. We're also passionate about diversity, equal opportunities and building an inclusive environment where all our colleagues can be themselves. Reasonable adjustments can be accommodated in the recruitment process, and to perform job functions, just let us know. We'll be hosting an MS Teams session to provide further insight in

Key Responsibilities

ECP (Economic Crime Prevention) – Who we are & what we do. In the Economic Crime Prevention (ECP) Platform, our mission is to reduce harm to our communities by enhancing the Group's capability to prevent, detect and respond to economic crime. The Platform sits within Consumer Relationships and plays a critical role in providing services across the whole Group. If you want to find out more about our platform, including why it’s a great place to work, you can head over to our SharePoint or even have a listen to some of our People Pods and take a deep dive into the fascinating world of the ECP Platform and the amazing people that make it all happen! We're looking for a Customer Journey Manager to join our team, where you'll play a crucial role in product development, assisting the Product Owner and the broader product team in understanding, measuring and orchestrating Customer Journeys with a focus on technology and on integrating across functions. This role is within the Resolving Economic Crime lab where we are focussed on delivering capability to enable effective, empathetic and effective Economic Crime interactions. We are looking for a number of colleagues that could support across a number of our products,



including Economic Crime Investigations, Customer Payment Interventions, Customer Reporting, Messaging and Educations & Awareness. Here's where you'll make a difference: The key responsibilities of the role: Independently understands the end-to-end journey. Integrates insights and knowledge from disparate data, processes and systems which are relevant to the customer journey. Works with limited supervision and lead on Customer Journey and process maps (e.g Visio) Continually evaluates the effectiveness of the journey from a customer and business perspective. Displays a continuous improvement mindset to their journey. Coordinate cross functional alignment on journeys. Understand cross-functional context and build alignment as needed. Skills needed for this role: You're Customer Centricity - Promoting the value of customer outcomes with team and peers and ensures work efforts to achieve these. Anticipates customers' needs and uses customer input and steer to present targeted, integrated, and outcome-focused solutions and opportunities. Problem Solving - Takes action to implement the best solution, setting up and leading a team as required, and planning and directing activities from start to finish to put the solution in place. Communicates plan with all stakeholders. Stakeholder Management - Develops and improves stakeholder relationships to build consensus and improve delivery of change outcomes. Uses experience to manage conflicting priorities by facilitating discussion and resolution, persuading stakeholders to consider alternative views. And you'll influence positively - demonstrating the right values and behaviours and encouraging this in team members. It would be beneficial if you had experience of working with the Group Customer Risk Assessment tool 'APM' (Automated Portfolio Monitoring) and a strong understanding of Customer Risk Assessment policy requirements would be beneficial for this role as you will be working closely with business users of APM and the methodology behind the tool itself. A background in ECP risk assessment processes would be advantageous, but is not a necessity. About working for us Whatever your aspirations, you can expect excellent benefits, personal development, and a career that’s enriching and full of opportunity. We work in a hybrid way which involves colleagues spending at least two days per week or 40% of their time at one of our office sites. We're also passionate about diversity, equal opportunities and building an inclusive environment where all our colleagues can be themselves. Reasonable adjustments can be accommodated in the recruitment process, and to perform job functions, just let us know. We'll be hosting an MS Teams session to provide further insight in

Skill Requirements

Other Requirements

📌 Senior Project Manager - Scrum Master (India)
🏢 HCLTech
📍 India