Position Manager/Asst. Manager, Customer Journey Mapping Facilitator, Customer Experience Dept: Head Office
Work Location Jln Yap Kwan Seng
Date Posted Monday, July 09, 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

  • Monitor, track and manage the overall health of Retail Banking's identified critical business processes and build structured platforms and processes to infuse customers’ perspective into core business processes resulting in re-engineering of processes aligned to customer’s expectation.
  • Identify and analyse critical Retail Banking business processes that has major impact to customer experience and business performance.
  • Refine and capture all of the major aspects of the customer experience and infuse customer-centric thinking into the process mapping.
  • Develop a framework to identify critical moments of truth from a customer experience point of view and map the customers’ expectations.
  • Identify impacts to the customer experience and ensures that the customer experience does not “take a back seat” or degrade in the process due to new initiatives.
  • Appoint Cross Functional Teams (CFTs) to review and map the main phases in customer journey from customers view point and facilitate customer expectation inputs.
  • Develop governance to appoint business sponsors, process owners and facilitators to manage and improve on the Critical Business Processes.
  • Develop a Process Assurance Index for each of the Critical Business Processes.
  • Develop clear and appropriate implementation plans to deliver results on all customer journey mapping initiatives.
  • Achieve defined targets by regularly monitor business process performance and resolving issues when needed.
  • Communicate progress to all relevant stakeholders, both in written and oral forms.
  • Share the team’s strategic process mapping framework and best practices for service innovation and delivery.
  • Conduct cost/benefit analysis of customer relationship systems; helps identify, collect, and analyze data related to the customer service process.


Requirements
  • Minimum general degree holder of recognized universities.
  • Minimum 5 years working experience in Customer Service Retail Banking environment.
  • Certified/Qualified process mapping or business process re-engineering expertise is preferred.
  • Competent in office desktop communication tools.
  • Possess strong planning and organizational skills to build decision-making frameworks and make recommendations.
  • Track record of delivering results in a high‐pressure environment with multiple work streams.
  • Ability to create comprehensive plans that identify all tasks, resources and deliverables required to achieve the desired results in customer journey mapping.
  • Understanding of Retail Banking’s products and processes to infuse customer perspectives.
  • An excellent communicator including written, verbal and presentation skills.
  • Highly developed interpersonal skills required to drive buy in and participation.
  • Effective and experience presenting in person to groups.
  • Ability to create and drive effective action plans across organizations.
  • Experience in improving customer service and business process redesign.


Interested candidates are invited to apply online.

 

 

 

Sorry, this position is closed for application.

 


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AmBank (M) Berhad (8515-D)