Assistant Manager Customer Experience

Job description

Some careers grow faster than others.

If you're looking for a career that will give you plenty of opportunities to develop, join HSBC and your future will be rich with potential. Whether you want a career that could take you to the top, or simply take you in an exciting new direction, HSBC offers opportunities, support and rewards that will take you further.

Retail Banking and Wealth Management leverages HSBC's global retail banking expertise and wealth management capabilities to deliver a broad range of world-class retail banking solutions to millions of customers. Driving for growth in key markets around the world, the business comprises areas such as retail banking, wealth management, insurance and asset management, with a focus on customer-centric propositions and innovative and efficient distribution channels that will differentiate our customer experience and deliver market leading retail banking and wealth management solutions.

We are currently seeking an experienced professional to join this team in the role of Assistant Manager Customer Experience.

Principal Responsibilities
·  To report and monitor the bank's Service Performance Dashboards and Customer Experience KPIs, defined for the business
·  Refresh and align the frontline tools that support long-term business strategies.
·  Support the CER to run projects (e2e) based on VOC & Root Cause Analysis
·  Support the CER to develop the material and training material aligned to the TCF principles and Brand values, to bring this to life within the customer interaction framework of the business.
·  Monitoring of operational issues, identifying measure to address deficiencies by responding to promptly to queries from branches on wait time. (E.g. staff productivity, wait time, channels utilization, service availability)
·  Monitoring and management of the RBWMHelpline
·  Covers customer satisfaction by managing customer research programs to capture the Voice of the customer and analyze results that enables the Bank to develop and deliver customer centric propositions.
·  Assist the CER to set up integrated customer feedback system to facilitate the flow of customer voice/feedback to the bank
·  Assist in building action plans and area for improvements arising from the customer survey
·  Act as the Administrator the PRMs list and keep record on the changes.
·  Conduct root cause analysis and monitoring of results at Monthly, quarterly & half yearly basis (for branches that will be identified based on
·  Track the Positive VOC and use this to implement the Staff recognition programs.

Desired profile

Requirements
·  A minimum requirement of Bachelor' Degree is needed for the role.
·  Candidate must possess a minimum of 3 year experience in banking industry to enable him/her to understand Bank's business objectives and processes.
·  Candidate must have basic project management skills with good problem solving skills.
·  Candidate should possess good communication skills, independent and have the pleasant attitude in working towards tasks given.
·  Excellent communication skills - both verbal and written
·  Excellent language proficiency in English and Bahasa Malaysia.
·  Requires good basic PC operating skills: Ms. Word, Powerpoint, Excel, etc.
·  Highly motivated, results-oriented and prepared to accept challenging goals.
·  Able to work independently and is customer-oriented.
·  Able to work under pressure

You'll achieve more when you join HSBC.
www.hsbc.com/careers

HSBC takes pride in a diverse and inclusive working environment that sees our people benefit from mentoring, flexible working and the support of Employee Resource Network Groups. Personal data held by the Bank relating to employment applications will be used in accordance with our Privacy Statement, which is available on our website.

Issued by HSBC Bank Malaysia Berhad.