Job Description

• 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.

Job Requirement

• 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.

Company Description

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 retail banking, business banking, corporate and institutional, investment banking, regional business, treasury & markets business, Islamic banking and insurance. At the AmBank Group, challenges are what we thrive on. Come discover a world of opportunities with us.