Manager, Customer-Centric Process Improvement

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

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.