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Snr Mgr, Cust Tch Pnt&com Egmt

7 months 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 Head, Customer Touch Points and Community Engagement in carrying out deliverables related (but not limited) to retail touch points and customer experience in contribution towards the objectives of Group Retail Distribution.

**Key Responsibilities**:
1. Liaison point between Group Customer Experience (GCX) & Group Retail Distribution to improve customer experience & service effectiveness at branches.

2. To collaborate and drive initiatives to improve customer satisfaction:

- Gauge of customer satisfaction is measured via Net Promoter Score (NPS), Annual Customer Survey (ACS) and Voice-Of Customer (VOC) reports
- Development and progress of action items for ACS & VOC are reported and presented in Service and Operational Excellence Committee (SOEC) meetings chaired by COO.
- Investigation and liaising with relevant stakeholders on service recovery for complaints on branches received and channeled to GRD HQ.

3. Liaison point between Group Property & Group Retail Distribution (Regional Director’s Office via Regional Service Coaches (RSCs) or Business Planning Managers (BPMs) on matters of branch upkeep/safety that affects customer experience.

4. Liaison point between GCB Strategy COE and GRD on Branch Repurposing initiatives.

5. CX Lead assistance for GRD & GCB Retail.
- The above will require branch visits for observation and solutioning.
- Requirements

**Requirements**:
Good written and verbal communication skills.

Experience in executing CX/customer service initiatives would be an added advantage.
- Benefits

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