Quality & Service Officer

2 weeks ago


Kuala Lumpur, Kuala Lumpur, Malaysia OCBC Bank Full time

Job Description - Quality & Service Officer (250000DQ)

Quality & Service Officer - ( 250000DQ )

1. Quality
  • Develop and instill a comprehensive quality strategy for the Operations and Technology division.
  • Monitor and evaluate the effectiveness of quality frameworks implemented within the division.
  • Organize and facilitate workshops to drive the division's quality strategies.
  • Create quality and service-related training materials and provide training to promote a quality and service mindset across the division.
  • Coach projects under the Group Operational Excellence Change Programs, utilizing Agile, Six Sigma, and design thinking methodologies.
  • Cultivate a culture of quality and service excellence within the division.
  • Drive process improvements and recognize process improvement teams (PITX).
2. Service Management
  • Establish and manage service level agreements (SLAs) with business units, ensuring adherence to the service management framework.
  • Renew yearly SLAs between OCBC and OABB, as well as O&T E2Power Sdn Bhd.
  • Act as the division representative for complaint management meetings.
  • Identify service gaps through root cause analysis of incidents and complaints, and drive improvement initiatives.
  • Conduct trend analysis and benchmarking against industry standards.
  • Prepare monthly reports on service level indicators for the group.
  • Monitor compliments received by the Operations and Technology staff.
3. Rewards & Recognition
  • Approve monthly LIFRR awards (OCBC values) submitted by O&T departments based on the LIFRR criteria.
  • Act as the division representative for yearly EXSA (SG national awards) submissions based on the EXSA criteria.
  • Review and submit nomination for half-yearly GEMS awards (service awards) and yearly Chairman's GEMS awards (prestige service awards).
  • Foster sharing, professional development, and continuous improvement within the team.
Qualifications
  • Graduate in banking, finance, or related fields.
  • Holder of Lean Six Sigma certification or equivalent (preferable)
  • Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
  • Excellent analytical and problem-solving abilities, with a keen attention to detail.
  • Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
  • Possess a strong service mindset.
  • Proactive and passionate about driving process improvement and efficiency gains.
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