Customer Migration Manager

Our client, a leading bank is currently on a journey towards disrupting how they provide services through developing new innovative, human digital experiences. We are seeking a talented and motivated customer migration manager to join the Digital Banking team in Business and Corporate Banking.
- **The Customer Migration Manager is responsible for the successful and seamless transition of corporate customers to the new corporate internet banking platform. This role will lead and execute the customer migration strategy, ensuring mínimal disruption to business operations and maximizing customer adoption of the new platform.**_

The Customer Migration Manager will collaborate closely with various stakeholders, including IT, product, marketing, customer service, and relationship managers, to plan, communicate, and execute the migration, providing training and support to customers throughout the process. This role requires a strong understanding of customer relationship management, excellent communication and project management skills, and the ability to effectively manage multiple projects simultaneously. The Customer Migration Manager will be the primary point of contact for corporate customers during the migration and will be responsible for ensuring a positive customer experience.

**Key Responsibilities and Accountabilities**

**Planning & Strategy**:

- Execute a comprehensive customer migration strategy across a number of migration waves, including timelines, communication plans, migration activities, and platform monitoring
- Collaborate with product and IT teams to understand the new platform's features and benefits, and translate them into customer-centric messaging.
- Ensure communication plan is successfully deployed to customers
- Establish success metrics for the customer migration, such as adoption rates, customer satisfaction scores, and support call volume.
- Develop a rollback plan in case of migration failures or unforeseen issue for specific customers

**Communication & Engagement**:

- Develop and deliver clear and concise communications to customers about the migration.
- Work closely with the activation team on key learnings to feed into future migration waves.
- Manage customer expectations and ensure a positive migration experience.
- Ensure teams and key stakeholders are updated and report key milestones to ensure smooth transition

**Execution & Management**:

- Manage the customer migration project, ensuring adherence to timelines, budget, and quality standards.
- Coordinate with various internal teams, including IT, product, marketing, customer service, and relationship managers.
- Track customer migration progress and report on key metrics to stakeholders.
- Identify and address any roadblocks or challenges that may arise during the migration process.

**Post-Migration & Support**:

- Monitor customer usage of the new platform and identify any areas where additional support or training may be needed.
- Continuously improve the customer migration process based on feedback and lessons learned.

**Collaboration & Communication**:

- Effectively communicate with technical and non-technical stakeholders.
- Build strong relationships with business units, IT teams, and vendors.
- Facilitate meetings and workshops to discuss migration progress and address any issues.

**Organizational**_(organizational responsibilities)_
- Work closely with various internal stakeholders e.g.: product managers, customer servicing channels, operations and IT to provide an integrated channel customer experience & manage website content updates between assets built on the content management system (training will be provided on how to use the content management system).

**Jobholder Requirements**

**Education/Qualification**
- Minimum College Diploma or Degree

**Experience**
- Minimum 2 years’ experience in customer service / quality assurance
- Minimum 3 years’ experience in project management

**Job Type**: Contract
Contract length: 18 months

Pay: RM5,000.00 - RM8,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Fixed shift
- Monday to Friday

Application Question(s):

- Are you comfortable with the contractual nature of this role?

Work Location: In person

Expected Start Date: 05/01/2025