Customer Excellence
Alliance Customer Promise
- To develop, initiate and execute strategies to inculcate a culture that focuses on customer excellence across the bank in achieving the Alliance Customer Promise.
- Responsible for the Alliance Customer Promise adoption bankwide.
- Execute internal communications to drive service culture across the bank from awareness, adoption to advocacy stage
- Arrange for monthly meetings with participation from key stakeholders
- Preparation of slides and minutes for the meeting
- Followup on the action plans with the respective person in charge
Net Promoter Score
- Responsible for improving NPS scores and to initiative or drive projects jointly with the stakeholders identified through the survey results.
- Analyze and review the NPS results to gauge customer satisfaction towards the level of services and identify opportunities for improvement with the stakeholders.
- Analyse the feedback and review customer experience from a journey perspective for opportunities to improve experience and drive usage/takeup rate.
- Managing the 2nd callback request by customers during the NPS survey and work closely with Customer Care unit on closer of the 2nd callback request
Others
- Responsible for timely and accurate Regulatory reporting to ABM/BNM.
- Ensure initiatives or directives from Regulators are successfully implemented.
- Respond to any adhoc request from the regulators
- Participate and contribute in projects by ensuring that the processes are customer oriented
- Staying abreast with the latest trends and service innovations in the service industries
- Conduct benchmarking against the best practices to ensure our service is competitive and identify opportunities of improvement to stay ahead our competitors
Human Capital
- Champion the key behaviors and brand promise
- Collaborate with all levels of management, including senior level decision makers and executives
Compliance & Risk Management
- Ensure compliance to regulatory requirements, Bank's standard operating procedures and management of risk to support the overall Bank's risk management policies.
- Ensure that all policies and guidelines set by compliance are adhered to in the department and practice prudent risk taking
Skills
- Strong service mindset
- Forward thinking and ability to implement new initiatives
- Strong Execution and planning skills
- Good interpersonal skill and communication skills (written & verbal)
- Strong Analytical, problem solving and decision making skills with the ability to adapt to fast changes
- Ability to communicate plans and strategies clearly and in a manner that is easily understood
- High degree of tact and diplomacy to be able to deal with external and internal customers
Knowledge
- Familiar with the latest service trends and innovation in service industry
Experience
- At least 5 years working experience in Customer Service role
