Ch L, Change Mgmt, Cx Culture

3 weeks ago

Kuala Lumpur, Malaysia RHB Banking Group Full time

Working Hour
- Regular Hours
- Monday - Friday- Business Area
- Operations- Location
- Malaysia - Kuala Lumpur- Description

**Primary Objective**:

- Coach and Up-Skilling Chapter Member(s) in other squads within CX on the work approach and best practices or standards (i.e. “HOW”) of their respective chapter discipline in order for the Chapter Member(s) to execute their respective squad’s user stories in relation to Change Management
- Assist/advice to empower the team to work iteratively & self-manage
- Support the chapter members in removal of obstacles
- Chapter Lead to leverage on Chapter ceremonies and Chapter wall to up-skill his /her chapter member(s) in a structure manner

**Key Responsibilities**:

- Identify, plan, propose and implement Change Management to ensure adaptability and sustainability of new/changes related to customer service & experience
- Provide advisory and guidance to other stakeholders based on best Change Management Practices in the implementation of major changes / new processes/ operations and regulatory requirements
- Team management and coaching based on best practices in communication and engagement with internal & external customers as part of Change Management.
- Teaching and Up-Skilling Chapter Member(s) in other squads within CX on the work approach and best practices or standards (i.e. “HOW”) of their respective chapter discipline in order for the Chapter Member(s) to execute their respective squad’s user stories in relation to Change Management
- Support the chapter members in removal of obstacles
- Support career and skills development of chapter member by defining a clear development plan & trainings
- Co-sign on evaluation of chapter members (together with Squad Lead)
- Coordinate/lead trainings for chapter members and Squad members
- Evaluator for his Chapter Member(s)’ competencies’ dimension under the Agile Performance evaluation
- Chapter Lead to leverage on Chapter ceremonies and Chapter wall to up-skill his /her chapter member(s) in a structure manner
- Requirements

**Requirements**:
Bachelor Degree - Degree or Master from established and recognized university.
- 5 years experience in customer experience
- 10 years in Banking or Service Industry
- Solid change management skills & problem solving (eg. communication skills, organizational skills, influencing, understanding of behavioural needs, knowledgeable with organizational change efforts, etc)
- Understand CX journeys and change management methodology.
- Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribes & squad
- Strong interpersonal skills and ability to work with internal and external people.
- Good planning, organizing and co-ordination skills.
- Basic computer literacy (MS Word, MS Excel, PowerPoint, Internet, Outlook) is a must.
- Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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