Assistant Manager, CX Strategic Initiatives & Transformation | Kuala Lumpur, MY

Affin Bank; Kuala Lumpur; On-site; MYR 50,000 - 80,000; Full time

Job summary

Affin Bank recherche un Assistant Manager pour mener des initiatives stratégiques de transformation de l'expérience client. Ce poste clé nécessitera une expertise en gestion de projet, de solides compétences en communication et un engagement envers une culture centrée sur le client. Les candidats doivent démontrer une capacité à développer des stratégies novatrices et à travailler en collaboration avec divers intervenants pour améliorer l'expérience globale des clients.

Qualifications

• Expérience dans la gestion de projets et l'initiation de transformations CX.
• Capacité à développer des stratégies centrées sur le client.

Responsibilities

• Développer et mettre en œuvre des stratégies de transformation de l'expérience client.
• Assurer la gestion de projets, y compris la planification, la budgétisation et le suivi.
• Collaborer avec des parties prenantes internes et gérer les relations.

Skills

Project Management

Customer-Centric Culture

Communication Strategies

Data Analysis

Job description

Assistant Manager, CX Strategic Initiatives & Transformation

Assistant Manager, CX Strategic Initiatives & Transformation

Create your future with Affin! You too can make a difference.

Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don't just stay at the forefront of the industry - you can make a difference too.

Key Responsibilities:

Project Management

• Key liaison for CX transformation matters, tracking and monitoring project progress, consolidating updates from respective units.
• Lead the implementation of CX transformation strategies, focusing on elevating the Bank's overall customer experience in the Bank.
• Assist in developing project plans, including timelines, milestones, and deliverables, identifying potential roadblocks and proactively implement solutions to ensure projects/initiatives are completed on time, within its scope and achieving the expected benefits.

Strategic Planning

• Assist in the development of CX strategies and frameworks aligned with organizational goals and transformation of customer experience.
• Conduct market and competitor research, industry benchmarking, data analysis to obtain insights, to identify best practices and propose innovative CX strategies.
• Collaborate with Unit Heads to develop the annual business plans and other strategic initiatives.

Customer-Centric Culture

• Advocate and inculcate customer-centric culture through effective CX initiatives.
• Develop and implement customer-centric change management initiatives to foster a customer-centric and service culture across the Bank.

Communication & Reporting

• Develop customer communication strategies for key projects/initiatives, including content creation, channel proposals, and mockups.
• Review marketing and non-marketing communications to ensure alignment with CX guidelines.
• Oversee the creation and delivery of high-quality content for the CX newsletter, annual reports, and other key communication materials.
• Ensured all content aligned with the Bank's CX transformation goals, maintaining consistency in messaging and tone across all platforms.
• Prepare and consolidate updates from respective units for department updates to the Division Head.

Cross-Collaboration & Stakeholder Management

• Cultivate and maintain strong, collaborative relationships with internal stakeholders, including senior leadership, department heads, and cross-functional team members.
• Serve as a trusted advisor to stakeholders, offering expert guidance and support on customer experience (CX) strategies, initiatives, and best practices.
• Actively solicit stakeholder feedback and incorporate it into project planning and execution to ensure alignment with the Bank's objectives and priorities.
• Key liaison between teams to ensure alignment on goals, priorities, and project deliverables, fostering a synergised approach to CX transformation.

Budget & Vendor Management

• Assist with budget planning, monitoring and tracking of departmental budget, expenses and reporting.
• Key liaison with procurement in sourcing for the department.
• Manage vendor renewals and submissions of requests for collaterals.

Reporting & Administration

• Develop and implement robust tracking mechanisms and reporting frameworks to monitor progress against key performance indicators (KPIs) and CX transformation goals.
• Prepare and deliver regular status reports, dashboards, and presentations for CX leadership and other stakeholders, ensuring timely and accurate communication of project progress and outcomes.
• Compile comprehensive post-meeting reports, discussion notes, and action items to ensure clear follow-up and accountability.
• Prepare detailed management reports and updates on overall customer experience initiatives and projects, highlighting key achievements, challenges, and next steps.
• Support as Secretariat and provide end-to-end support in pre- and post-meeting coordination, including the compilation of approval papers, reports, and preparation of meeting minutes within the stipulated timeframe to ensure efficient and seamless meeting arrangements.

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