Manager - Customer Support & Training (Credit Management Group)

Aeon Credit Service; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading consumer financing provider in Malaysia is seeking an experienced professional to develop training programs and enhance customer service standards. The ideal candidate will have a Diploma or Degree, with over 8 years of experience in customer service and training. Strong leadership, communication, and project management skills are essential for ensuring operational excellence. This role offers an opportunity to impact the quality of customer interactions significantly.

Qualifications

• Minimum 8 years of experience in customer service, training, and collection.
• Knowledge of credit management and banking operations preferred.
• Good negotiation, communication, and writing skills in English and Bahasa Malaysia.

Responsibilities

• Develop and arrange systematic training programs annually.
• Manage section activities and supervise daily operations.
• Evaluate the effectiveness of training and propose improvements.

Skills

Customer service

Training development

Leadership skills

Communication skills

Project Management

Education

Diploma or Degree in relevant disciplines

Tools

MS Office applications

Job description

To develop operation/training planning, providing strategy planning for improvement, product good customer service and possess stability of manpower management.

To provide guidance to the staffs in achieving customer satisfaction and provide professional customer support.

To develop and arrange a systematic training program on annual basis, with a comprehensive learning material i.e. training modules, e-learning, questionnaire, etc

To assist Head of Department on any operation related matter.

To ensure all staffs are adhere to operation procedures, processes, guidelines, and any regulatory requirement.

Job Description

To ensure staffs are adhere with company’s internal policies and guidelines as well as BNM and any regulatory requirements.

To manage unit / section activities and supervise day-to-day operations i.e inbound calling performance, customer complaint handling and training progress.

To assess staff calling and operation knowledge, provide coaching or training to all staffs under Credit Management Group and recommend staff skill development.

To increase customer service standard, ensure resolution of customer complaint and training issue within stipulated timeframe.

To evaluate the effectiveness of training conducted and propose the counter measure of training program.

To coordinate with HR career fair interview arrangement to fit with CMG needs.

To relief other Section Head on operation support related matter to ensure operation running smoothly, if required

To undertake any Management new direction and involve in project or any task list assigned by Management.

Job Requirement

Diploma or Degree holder or professional qualification in relevant disciplines.

Minimum 8 years working experience in customer service, training and collection in general or any related field

Relevant exposures and knowledge of credit management or operations of banking / financial institutions is preferred.

Good PC skills and proficient in MS Office applications.

Good negotiation, communication and writing skills in both English and Bahasa Malaysia.

Possess strong leadership abilities, proactive, analytical, listening, persuasion and problem-solving skills.

Excellent planning and execution, time management and ability make decision in critical situation.

Knowledge of collection, Malaysia Law, Bank Negara collection related guidelines and banking / financial institutions operation.

Detail-oriented with excellent organization and multitasking skills.

Knowledgeable in Project Management especially related to digitalization is an added advantage.

AEON Credit Service (M) Berhad is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. We established a strong presence in Malaysia since 1996 with a wide range of consumer financial services. Our portfolio currently includes credit card, personal financing and easy payment scheme which help enrich the livelihood of many Malaysians.