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Head, Customer Experience Jobs

Company

Maybank
Address Phnom Penh, Phnom Penh, Cambodia
Employment type FULL_TIME
Salary
Category Banking
Expires 2023-05-28
Posted at 1 year ago
Job Description

  • Involve in both internal and external initiatives embarked upon by the Bank aimed at furthering the Department and Bank’s corporate strategy.
  • Oversee key initiatives to increase the productivity, cost efficiency and improved Customer Satisfaction/Customer Engagement Indices.
  • Direct the development of key business process service metrics (quality, productivity, cycle time, external engagement survey, team effectiveness survey) across the organization.
  • Develop, lead and drive customer experience initiatives to drive customer satisfaction and customer engagement to achieve overall strategic objectives and business targets for Maybank Cambodia.
  • Facilitate the delivery of corporate initiatives by collaborating with EXCO members of Maybank Cambodia in building and upholding the Bank’s service standards in line with Maybank Cambodia’s aspirations.
  • Develop trusted relationships with key stakeholders across the organization’s business sectors to drive and implement service improvements.
  • Plan, organize, lead and control the team to deliver improvement projects that have clear, positive and direct impact on the overall organization performance by ensuring alignment with the strategy of broader organization and that delivery of projects is done in a timely and efficient manner.
  • Assist the Head of Corporate Affairs & Communications with the implementation of various administrative, human resource and planning matters for the Department and Maybank Cambodia.
Job Responsibilities
  • Interlock with business units to understand their training and development needs.
  • Develop processes and procedures with a customer first approach.
  • Design and develop rewards and recognition programs/incentive plan for excellent service.
  • Collaborate with HR on assessment and selection of training vendors and consultants.
  • Monitor and track the progress of all service quality transformation initiatives and projects.
  • Manage and coach agents handle challenging customers, readily shift priorities, prepare management report and lead customer service hotline initiative while ensuring that service level and quality objective are achieved.
  • Share knowledge with management and other departments/branches.
  • Provide recommendations for improvements on people policies and procedures to ensure that frontliners are able to provide excellent service to customers.
  • Review and maintain customer service targets and standards.
  • Collaborate with HR to develop service training roadmap for different groups of employees.
  • Assist with all planning matters to ensure compliance with all management implementations, attending to the formulation of action plans, solutions and plans required by the various departments of the Bank and management.
  • Conduct regular benchmarking activities (eg. visits to competitor branches, focus groups with customers).
  • Direct and develop implementation plan for all service training programs.
  • Lead the achievement of team goals and provide assistance to other team members.
  • Coordinate with related units on developing initiatives and projects that align with the transformation strategy and objectives.
  • Provide management with oversight on the progress of the service quality transformation.
  • Collaborate with respective Heads at Corporate Office and Branch Managers to foster and promote customer centricity.
  • Oversee implementation plan for all programs and campaigns and review service programs and campaign mechanics.
  • Implement Customer Service Hotline strategy to achieve overall strategic objectives and business targets for Maybank Cambodia.
  • Ensure training programs are monitored for its effectiveness.
  • Instill customer-centric and service excellence mindset throughout the organisation to provide constant high level of service to internal and external customers.
  • Develop service training plan that is relevant for the various functions to elevate service culture across the organisation.
  • Review and analyze existing people policies and procedures to identify areas for improvement.
Job Skills
  • Customer Experience Management
  • Customer Service
  • Problem Solving
  • Communication
Job Requirements
  • Strong command of spoken and written English.
  • Experience in customer experience management.
  • High energy, maturity and leadership with the ability to perform the role.
  • Able to perform work under pressure and meeting tight deadlines.
  • Self-starter, able to work independently; enjoys creating and implementing new initiatives.
  • Tertiary education in Marketing/Communications/Business Administration or equivalent.
  • Attention to detail and quality while possess excellent interpersonal and leadership skills.