Quality & Service Manager
5 days ago
**Quality & Service Manager** **-** **(**240001HC**)**
**1. Quality**
- Develop and instill a comprehensive quality strategy for the Operations and Technology division.
- Monitor and evaluate the effectiveness of quality frameworks implemented within the division.
- Organize and facilitate workshops to drive the division's quality strategies.
- Create quality and service-related training materials and provide training to promote a quality and service mindset across the division.
- Coach projects under the Group Operational Excellence Change Programs, utilizing Agile, Six Sigma, and design thinking methodologies.
- Cultivate a culture of quality and service excellence within the division.
- Drive process improvements and recognize process improvement teams (PITX).
**2. Service Management**
- Establish and manage service level agreements (SLAs) with business units, ensuring adherence to the service management framework.
- Renew yearly SLAs between OCBC and OABB, as well as O&T E2Power Sdn Bhd.
- Act as the division representative for complaint management meetings.
- Identify service gaps through root cause analysis of incidents and complaints, and drive improvement initiatives.
- Conduct trend analysis and benchmarking against industry standards.
- Prepare monthly reports on service level indicators for the group.
- Monitor compliments received by the Operations and Technology staff.
**3. Rewards & Recognition**
- Approve monthly LIFRR awards (OCBC values) submitted by O&T departments based on the LIFRR criteria.
- Act as the division representative for yearly EXSA (SG national awards) submissions based on the EXSA criteria.
- Review and submit nomination for half-yearly GEMS awards (service awards) and yearly Chairman's GEMS awards (prestige service awards).
- Foster sharing, professional development, and continuous improvement within the team.
**Qualifications**
- Graduate in banking, finance, or related fields.
- Holder of Lean Six Sigma certification or equivalent.
- Proficient in English and Mandarin communication.
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
- Excellent analytical and problem-solving abilities, with a keen attention to detail.
- Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Possess a strong service mindset.
- Proactive and passionate about driving process improvement and efficiency gains.
**Primary Location**: Malaysia-Kuala Lumpur-Kuala Lumpur
**Job**: Operations
**Organization**: MAL E2P - Service Management - MY (DH)
**Schedule**: Permanent
**Job Posting**: 25-Sep-2024, 2:11:51 AM
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