Manager, Business Process Re-Engineering

Alliance Bank; Kuala Lumpur; On-site; MYR 85,000 - 110,000; Full time

Job summary

A prominent banking institution in Kuala Lumpur is seeking a Manager for Business Process Re-Engineering. This role involves enhancing customer experience through structured process improvements and collaboration with various departments. Responsibilities include monitoring customer feedback via NPS, regulatory reporting, and driving a customer-first culture within the organization. Ideal candidates should possess strong analytical and collaboration skills, with a focus on delivering sustainable outcomes aligned with the bank’s operational goals.

Qualifications

• Experience in enhancing customer experience and business processes.
• Ability to conduct process mapping and analysis.
• Familiarity with regulatory compliance requirements.

Responsibilities

• Work with project leads to improve customer experience.
• Assist in monitoring Net Promoter Score (NPS) results.
• Coordinate internal communications promoting a customer-first culture.
• Conduct benchmarking against industry best practices.

Skills

Customer-centric thinking

Process re-engineering

Analytical skills

Collaboration skills

Job description

Manager, Business Process Re-Engineering

12d ago , from Alliance Bank Malaysia Berhad

• 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.