Manager, Customer Experience 7 views

Duties & Responsibilities

• Initiate policy or standard to govern how to improve the customer experience or service quality of all banking channels
• Establish frameworks, mechanisms, strategies and plans to align the bank’s service quality with shareholder’s direction as well as the growth of the bank’s business
• Analyze and monitor service quality of all bank channels and communicate to channel owners for certain actions for improvement
• Monitor and facilitate other departments or channel owners to set other standards or guidelines at their respective departments or channels for better quality and experience
• Support other departments or channels owners to establish various procedures, guidelines or standards for better service quality
• Cooperate and facilitate complaint and channel owners to resolve customer complaints and request for certain actions to minimize those complaints or improve it
• Monitor and feedback at high level how those complaints have been resolved
• Contribute any respective feedbacks or suggestions which may give additional value to existing products, services, processes, images and similarity
• Any ad-hoc assignment or project

Qualification & Requirements

• Bachelor’s degree in Business Administration, Management or other related degrees
• At least 7 years of working experience in banking industry related to customer experience
• Good at result driven attitude
• Good at management skills, outstanding organization and strong customer service
• Good at English and Microsoft Office (Words, Excel and PowerPoint)