Snr Spclst

2 months ago

Kuala Lumpur, Malaysia RHB Banking Group Full time

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

**Primary Objective**:

- Serving trustees retail customers by developing and providing best in class products and services
- Management of agents and business partners to ensure high quality standards and enhanced customer experience
- Optimise existing end-to-end customer journeys and improve the customer experience. Ensure consistency in journey design when multiple squads impact the same customer journey

**Key Responsibilities**:

- Optimize existing end to end customer journeys and improve the customer experience
- Tracking of agents sales performance for agent's KPI monitoring and onward communication with agents
- Management of agents including product knowledge, form filling, checking of form submission, trust structuring and promotion of RHBT products and services
- Joint fieldwork with agents to assist in closing the deal which include consultation with potential client especially if it is a high profile case or in the event the agent has yet to familiarize RHBT products and services
- Management of business partners, ie. insurance/takaful operator, Financial Advisory company, Banks. Supporting them on training, joint fieldwork and roadshows
- Provide coaching and advice to squad members
- Management of hiring of quality agents and business partners
- Monitoring of sales performance and KPIs of agents
- Providing good support and assistance to business partners
- Liaising with internal and external stakeholders to perform business effectively
- Follow up with direct clients by providing necessary services i.e. consultation, proposal, form filling etc.
- Participate in roadshows organized with internal stakeholders or collaborative partners
- Monitoring of campaign activities to increase the sales of products and services
- Development or enhancement of new products and services to further complete product offerings
- Provide training on products to new and existing agents, including preparation of training materials
- Support Squad Lead to ensure alignment to journey vision and key goals
- Together with Squad Lead, plan for operationalization and scaling up developed solutions
- Bring product related and frontline process and customer related knowledge to the team
- Ensure delivery of journey against budget
- Test prototypes with customers
- Responsible for collating data, interviews customers, and conducting research to support design and enhancements to journey
- Requirements

**Requirements:
- Presentation & communication skills
- Stakeholder management & engagement
- Planning skills
- Design thinking
- Able to empower teams & make decisions effectively
- Ability to delegate work effectively
- Well informed on the developments in the relevant domain
- Understanding of key bank processes
- Good problem solving and analytical skills
- Innovative and creative thinking
- Ability to communicate with various levels across the organization (i.e., senior leadership, etc.,)
- Ability to collaborate with squad members & Squad Leads
- 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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