Assistant Manager, Customer Experience

Job Description:

Join us as we embark on the journey to create greater financial inclusion for the people of

Malaysia. You will have the opportunity to be part of the nation's digital bank player in creating a significant milestone within the FinTech industry. We continue to build a team that shares the same vision as us in transforming the future of banking and making financial accessible to all

As the Asst Manager, Customer Experience, you will be responsible for assisting the Head, Customer Experience on building and managing the customer experience, optimizing processes, lead, supervise and drive quality and training improvements across the function

Job Description:

Join us as we embark on the journey to create greater financial inclusion for the people of Malaysia. You will have the opportunity to be part of the nation's digital bank player in creating a significant milestone within the FinTech industry. We continue to build a team that shares the same vision as us in transforming the future of banking and making financial accessible to all

As the Asst Manager, Customer Experience, you will be responsible for assisting the Head, Customer Experience on building and managing the customer experience, optimizing

processes, lead, supervise and drive quality and training improvements across the function

Key Responsibilities:

• Lead our Corporate / Business Banking initiatives as a visionary subject matter expert, challenging traditional banking norms through digital innovation while changing the banking ecosystem to be digital first.
• Assist to ensure the Contact Centre Operations and Omni channel platform customers are well managed while experiencing customer centric experience that are well orchestrated in accordance to Service Level Agreements (SLA) & SOPs being set
• Monitor and deliver the overall vision and strategic plans for Customer Experience, focusing on driving best-in-class customer experience
• Implement policies & procedures defined by (Head, Customer Experience) across the Customer Service area in compliance with internal policies and guidelines as well as regulatory requirements
• Analyse and improve existing customer experience processes with focus on scalability, efficiency optimisation and quality
• Drive education, training initiatives to elevate customer experience overall performance
• Develop daily, weekly and monthly reports on relevant team's productivity
• To support on Customer Service related system development and enhancement projects.
• To assist in the implementation of Service Development Projects including customer satisfaction surveys, service breakthrough programs, and other projects deemed necessary i.e. providing customer feedback to the appropriate internal teams.
• To possess complaint handling knowledge from the banking sector in accordance with relevant regulations and guidelines (e.g. BNM, OFS), with the ability to interpret and apply them effectively.
• To manage incoming complaints promptly and ensure timely submission of regulatory reports to regulatory bodies (e.g. BNM)

Job Requirement:

• At least a Degree in any related disciplined
• At least 5 years direct experience in Customer Experience / Contact Centre operations with at least 2 years experience in Management level exposure.
• Preferably from the financial services or fintech sector. Experience in Corporate / Business Banking Contact Centre will be an added advantage.
• Good communication and interpersonal skills.
• In-depth understanding of banking products, services, and regulations
• Strong analytical skill and able to work under pressure.
• Proficient in using MS Tools, e.g. Words, Excel,Presentation