Change Mgr, Cx Culture

2 weeks ago

Kuala Lumpur, Malaysia RHB Banking Group Full time

Working Hour - Regular Hours - Monday - Friday- Business Area - Operations- Location - Malaysia - Kuala Lumpur- Description **Primary Objective**: - Serve as custodians of RHB's universal customer service standards to define "Serve as custodians of RHB's universal customer service standards to define "what good looks like" - Cultivate service standards and RHB Way culture across the Group so our customers receive superior customer service (the “RHB Way”) - Design service measurement for governance and sustenance - Identify initiatives to create valued and memorable customer interactions **Key Responsibilities**: - Governance role in service standards - Manage the customer experience level and identify improvement strategies. - Oversight on customer waiting time and serving time. - Oversight on Branch Self-Assessment checklist. - Oversight and review root cause and recommended actions by RSCs / BMs to ensure the actions follow the coaching based on GROW Model and SMART principles for branches which require improvement based on customers feedback and BSOSC. - Review E-Feedback and NPS on a daily basis - Oversight on actions taken by RSCs, BMs, SMs, CMs, etc on low customer rating from e-feedback. - Coaching of branches that scored low in Mystery Shopping Results - Visit Branches with low score in Mystery Shopping exercises to conduct on-site coaching. - Close monitoring on the branches subsequent to coaching session to ensure improvement in their service standards. - Change Management and Coaching of RSCs - Engage with managers and RSCs on the identified actions for customer service improvements. - Provide coaching skills to RSCs / managers to improve customer experience. - Oversight on complaints handling on retail & non-retail branches. - Attend Theme Talk Wednesday (TTW) sessions and compile TTW ideas from Retail & Non Retail Branches and CCC. - Oversight and ensure all adoption rates of service initiatives are driven - Requirements **Requirements**: Bachelor Degree - Any related field(s). **Preferred level of Experience (by years/function/industry)**: - 5 years experience in customer experience - 10 years in Banking or Service Industry **Other skills required**: - Solid change management skills & problem solving (eg. communication skills, organizational skills, influencing, understanding of behavioural needs, knowledgeable with organizational change efforts, etc) - Able to conduct coaching session to drive performance. - Strong interpersonal skills and ability to work with internal and external people. - Good planning, organizing and co-ordination skills. - Basic computer literacy (MS Word, PowerPoint, Excel Internet, Outlook) is a must. - 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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