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alliance bank malaysia berhad

Manager, Business Process Re-Engineering

alliance bank malaysia berhad
Malaysia, Kuala Lumpur
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Job Description

Job Purpose

  • To work with the project leads or participate in projects or initiatives that enhance customer experience and drive business process improvements across the organization.
  • This role combines customer-centric thinking with structured process re-engineering to deliver sustainable outcomes aligned with the bank's customer promise and operational excellence goals.
  • Working closely with other departments to identify opportunities for improvement through analyzing the customers feedback.

Key Responsibilities

Customer Experience

  • Participate and support the implementation of initiatives that promote a customer-first culture across all touchpoints.
  • Assist in reporting, monitoring and analyzing customer feedback, including Net Promoter Score (NPS) results, to identify service improvement opportunities.
  • Coordinate and design internal communications and engagement activities to promote the G.R.E.A.T program.
  • Collaborate with branches and departments to follow up on customer-related action plans.
  • Responsible in regulatory reporting processes and ensure timely submission of required data.
  • Assist in planning and executing process improvement initiatives in line with approved frameworks and methodologies.
  • Conduct basic process mapping and analysis to identify inefficiencies and recommend improvements.
  • Support cross-functional teams in documenting and tracking project progress and outcomes.
  • Help ensure compliance with governance and documentation standards throughout project lifecycles.
  • Conduct benchmarking against the best practices to ensure our service is competitive and identify opportunities of improvement to stay ahead our competitors
  • Work with stakeholders to gather data and insights for performance tracking and decision-making.

Net Promoter Score (NPS)

  • Monitoring and reporting of NPS scores and work with stakeholders to identify action plans from the survey results.
  • 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.
  • Staying abreast with the latest trends and service innovations in the service industries

Human Capital

  • Role model for the G.R.E.A.T principles
  • 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

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
Banking
Employment Type:
Full time

Job ID: 148552239

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Last Updated: 31-05-2026 06:46:06 PM
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