Senior Process Excellence Lead, Customer Experience

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

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.