Position Service Innovation Manager, Customer Experience Department: Head Office
Work Location Jln Yap Kwan Seng
Date Posted Wednesday, July 18, 2012

Since its establishment in 1975, the AmBank Group has emerged as a leading banking group in Malaysia offering an extensive range of financial services to a broad range of clients in meeting both their strategic and financial objectives. Our services include investment banking, business banking, retail banking, treasury & markets business, broking, insurance, fund management, offshore banking, futures and options trading.

At AmBank Group, challenges are what we thrive on. Come discover the world of opportunities with us.

 

Responsibilities

  • Identify, implement and sustain ongoing customer impact programs and facilitate Customer Experience enhancement projects to drive innovation in service delivery and service design.
  • Make recommendations and drive improvements in programs and systems to improve customer experiences and strengthen relationships.
  • Drive change management programs to all stakeholders through conferences, workshops and roadshows.
  • Develop a structured review platform and progress of rectification for customer issues with all stakeholders on quarterly basis.
  • Organise structured annual Customer Experience Workshops/Conferences to strategically focus the organisation on customer centricity.
  • Facilitate Cross Functional Teams to deliver service innovation outcomes.
  • Develop and sustain Customer Experience Champions development and motivation.
  • Develop and sustain Customer Compliment Program by using industry best practice/benchmark.
  • Develop and sustain close loop customer impact tracking and reporting system.
  • Develop customer issues tracking system to monitor and track root cause identification and strategic milestones for rectification.


Requirements
  • General Degree/Master in BA of recognized universities.
  • Minimum 10 years of working experience in Customer Service and banking environment with at least 3 years of managerial role.
  • Certified/Qualified service management expertise is preferred.
  • Competent in office desktop communication tools.
  • Possess management experience in customer advocacy, customer experience, or loyalty programs, preferably in financial institution.
  • Proven track record as a member of the service management team contributing at a strategic level.
  • Confident and comfortable when working with executives, senior level management, internal customers, external partners, and customers.
  • Excellent collaboration skills; able to build successful relationships; promote teamwork with the ability to influence behavior change.
  • An excellent communicator including written, verbal and presentation skills.
  • Effective and experience presenting in person to groups.
  • Ability to create and drive effective action plans across organizations.


Interested candidates are invited to apply online.

 

 

 

Sorry, this position is closed for application.

 


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AmBank (M) Berhad (8515-D)