Ch L, Investors Experience

3 weeks ago


Kuala Lumpur, Malaysia RHB Banking Group Full time

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

**Primary Objective**:

- Support the squad with identifying required alignments and timelines with key CoEs/SP and Support Functions
- Work with Digital team to design, develop, and test digital engagement platforms to allow customers to perform investments simply and quickly
- Ensure seamless CX for hand-off to non-digital channels (Investment specialists, RMs) if necessary

Continually seek improvement in TAT for investment processes

**Key Responsibilities**:

- Engage with key stakeholders across stages of the value chain to understand process and address roadblocks on the way of efficient and effective service delivery
- Identify potential risk and policy roadblocks
- Provide risk based feasibility input to squad
- Map current and future state business processes
- Coordinate with related points of contacts in CoEs and Support Centers and communicates changes
- Together with "Business Analyst" document process specific changes and requirements for each squad deliverable
- Bring knowledge of specific set of business and operational processes to the team

Team mgmt. and coaching
- Help empower the team to work iteratively & self-manage
- Support the chapter members in removal of obstacles
- Ensure teams do not become siloed by driving frequent chapter meetings and experience sharing sessions
- Support career and skills development of chapter member by defining a clear development plan & trainings
- Conduct reviews & evaluations on skillset dimension
- Co-sign on evaluation of chapter members (together with Squad Lead)
- Coordinate/lead trainings for chapter members and Squad members

Standard enforcement
- Ensure team members follow the standards and practices of their specialization
- Ensure the necessary documentation is created
- Define feasible outputs for each category of tasks specific to Chapter members and provide input during planning meetings

Subject matter expertise
- Provide additional expertise and guidance
- Act as thought partner for Squad Lead on key decisions
- Support best practice sharing across squads

Resource planning
- Play an “Air traffic control” role, preventing collisions and anticipating roadblocks between squads
- Support the Tribe Lead/CoE head to hire for required skillset within the chapter

**Key Capabilities**
- Understand customer journey across all stages
- Understand customer pain points
- Develop & run training for/ Collaborate & coordinate with sales teams or initiative stakeholders
- Design features across multiple tech platforms
- Develop and execute UAT
- Adhere to compliance requirements
- Review and improve processes

**BAU Activities**
- To seek feedback and study both internal and external customer journey and needs across all stages and end to end process
- Lead and implement existing system & process enhancement/update to meet regulatory and business requirements on Wealth/Investments/Bancassurance/Premier solutions, i.e. to raise implementation approval, manage and execute testing, document process/ system change requirements, circulars and manuals, communication, manage pilot test and production verification (if needed).
- Analyze and perform feasibility study with vendor and IT, raise approval for budget sourcing and business case, manage and perform UAT, production verification, communication, training, documentation and results monitoring
- Diagnose and address 1st level issues raised by users. Coordinate resolution with vendor/IT if unable to resolve at business level. Communicate and execute resolution for the users
- System/hardware management and maintenance, i.e. system and hardware upgrade testing, regression testing management, deployment activities at business side & communication to the ground
- Ad-hoc manage and execute Bank/Group Initiatives and Investment products, i.e. provide business/ functional requirements, RFI/RFP evaluations, business case, process design review and impact analysis, perform UAT & sign off, training, change management, production verification, documentation
- Requirements

**Requirements**:
Bachelor Degree -.

**Minimal 2 years of business project management or 2 years of banking experiences in related to Investment, Wealth or Bancassurance business**:
Well informed on the developments in the relevant domain
Good understanding of key bank processes
Business financials and planning knowledge
Good problem solving and analytical skills
Knowledge on analytical tools
Good written communication skills

Able to empower teams
Inspiring and shows energy & passion
Strong team player; able to work with other leaders
Extensive experience in the domain of focus
Deep understanding of developments and future trends for the domain of focus
Understanding of relative compliance requirements and processes
Strong problem solving skill to support issue resolution
Ability to support the team in defining f



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