Senior Product Manager
ICBC Technology
Total years of experience :15 years, 9 Months
1. Pre-Sales Consulting: Responsible for technical sales and digital transformation strategies in government and enterprise sectors. Developed pre-sales plans based on sales and product strategies, adapting to regional customer needs and coordinating with branches for government and enterprise projects.
Government Customers: Conducted over 50 pre-sales events, resulting in more than 10 government projects in areas like social security and healthcare, generating a total revenue of 250 million RMB.
Business Customers: Carried out over 20 pre-sales events for major corporations, leading to 8 projects including treasury, CRM transformation, and RPA bank-enterprise integration, with a total revenue exceeding 30 million RMB.
2. Solution Consulting: Specialized in pre-sales consulting for government sector digitalization, offering AI and financial advisory services. Secured contracts worth over 90 million RMB in projects involving AI platforms and blockchain in social security.
3. Product Planning: Led product teams in developing provincial fund coordination and social security systems, integrating banking requirements and industry-specific solutions to create flexible, cross-departmental, and operationally efficient systems.
Product Planning:
1. Develop AI robotic strategy plan for company, setup AI strategy
2. Manage AI COE, including cross domain bot operation, agile delivery, voice of customer and vendor management
3. In charge of AI solution architecture team management, delivery a decoupled AI robot platform with fast replication
4. Innovation for Operational excellence with AI/robotic methodology
Product Operation:
1. Established a Robotic Chatbot platform in company to shorten deployment time from months to weeks
2. AI Chat service operation. Including daily operation management, FAQ improvement, training literation, satisfaction improvement and platform optimization.
3. NLP based Chatbot, ASR/NLP/TTS based Voicebot training methodology design. Chatbot/Qualitybot text structural design and plan.
4. OCR/Robotic Process Automation concept import to company
5. Quality Bot(Smart QC) operation. Setup best practice of NLP based quality check and sales improvement methodology.
6. AI trainer team management. Operate 3 bots(Chatbot, Voicebot, Qualitybot) in 10+ scenarios across all consumer finance departments.
7. Deputy AI director of AI strategy establishment, budget plan/control and vendor management.
1. Telesales product operational process standardization, maintenance structure establishment.
2. CRM/Call Center system(Genesys) ROI management from sales department.
3. Data and reporting management for whole sales team piloting. System operation/sales analysis.
4. Business requirement pipeline planning, managing analyst/testing team.
5. Complex workforce management.
6. Process/System continuous optimization.
7. Coordinate business relationship with stakeholders.
1. Analyze gaps between the existing sales process and new Direct Sales Process to summarize resource requirement and detail rollout action plan.
2. Manage Data Migration for system cutover including data structure analysis.
3. Communicate with both technical team and business team as a bridge of communication.
4. Lead rollout activities during cutover time.
5. Standardize normal process and templates for globalization.
1. Daily support of Volvo truck/bus CRM system.
2. Communicate with worldwide customers as second line support.
3. Solve incidents/requests/questions, analyze customer requirement/complain for bug or change request register.
4. Troubleshoot in code/script level (root cause finding) and testing the corrections to approve CR.
5. Monitor infrastructure and other related systems to ensure customer’s satisfaction on system’s performance.
6. Manage new SQL database restoration, application deployment, tuning and infra change.
7. Manage and analyze customer data for CRM behavior segmentation analysis for both sale and after sale process.
8. Support market sales department with KPI report. Support case analysis and general solution documented.
1. Control the software development process of whole lifecycle.
2. CMMI and O-SAM (Oversea-Software Assessment Model) process tailoring based on local condition and specific requirement from projects.
3. Train the PM, PL, test and QA managers, especially on new tailored process and new explanations.
4. Be involved in PM plan initialization as process specialist.
5. Help PL set up software model/phases before project started and review milestone reports for approving.
6. In charge of Audit for each Phases and report project summary after final phase. Evaluate the project and collect the “Best Practices” into knowledge base for internal sharing.