Customer Service Excellence Manager

2 weeks ago


Penang, Malaysia AFFIN Group Full time

About AFFIN Group

AFFIN Group is a leading financial services provider dedicated to delivering exceptional customer experiences through customer-centricity and operational excellence. Our mission is to make banking better and easier for our customers, while also making a positive impact on society.

Job Description

The Customer Service Excellence Manager will play a critical role in delivering exceptional customer service, resolving complaints within SLA, and ensuring accuracy in service delivery. Key responsibilities include supervising branch operations, ensuring compliance with regulatory requirements, and developing strategies to enhance customer experience.

Key Accountabilities

  1. Deliver Exceptional Customer Service: Provide timely and effective resolutions to customer complaints, ensure accuracy in service delivery, and maintain high customer satisfaction levels.
  2. Lead Operational Excellence: Ensure compliance with branch manual, BNM guidelines, regulatory requirements, and internal control processes.
  3. Foster Team Collaboration: Manage staff resources, provide training, identify training needs, and track performance and productivity.
  4. Develop Strategic Plans: Create and implement plans to enhance customer experience, improve customer satisfaction, and drive business growth.

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