Senior Executive/Manager, Business Process Re-Engineering

Alliance Bank; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading bank in Kuala Lumpur is seeking a Senior Executive/Manager for Business Process Re-Engineering. The role focuses on enhancing customer experience through strategic initiatives and compliance monitoring. Candidates should have minimum 2 years of relevant experience and strong interpersonal, analytical, and communication skills. Responsibilities include supporting service culture initiatives, reporting customer feedback, and overseeing regulatory submissions. This position offers the opportunity to significantly impact customer satisfaction and drive improvements in service delivery.

Qualifications

• Minimum 2 years of working experience in relevant field of customer experience.
• Familiar with service trends and innovations in the service industry.
• Strong execution and planning skills.
• High degree of tact and diplomacy required.

Responsibilities

• Participate and support customer-first culture initiatives.
• Assist in reporting and analyzing customer feedback.
• Coordinate internal communications to promote the G.R.E.A.T program.
• Conduct benchmarking against best practices.
• Ensure compliance with regulatory requirements.

Skills

Customer experience management

Interpersonal skills

Analytical skills

Problem-solving skills

Decision-making skills

Communication skills

Execution and planning skills

Job description

Senior Executive/Manager, Business Process Re-Engineering

• 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 closure 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 Bank’s 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.

Job Requirements

• Minimum 2 year working experience in relevant field of customer experience.
• Familiar with the latest service trends and innovation in service industry.
• Forward thinking and ability to implement new initiatives.
• Strong Execution and planning skills.
• Good interpersonal skill and communication skills (written & verbal).
• Strong Analytical, problem solving and decision making skills with the ability to adapt to fast changes.
• Ability to communicate plans and strategies clearly and in a manner that is easily understood.
• High degree of tact and diplomacy to be able to deal with external and internal customers.