Monitor to initiate policy in order 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
Job Requirement
Bachelor’s degree in Business Administration, Management or other related degrees
At least 3-4 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)
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