Manager, Customer Experience Performance Management & Service Culture

  • Competitive
  • Kuala Lumpur, Malaysia Kuala Lumpur Kuala Lumpur MY
  • Permanent, Full time
  • Hong Leong Bank Berhad
  • 20 Apr 18 2018-04-20

Manager, Customer Experience Performance Management & Service Culture

Department: Customer Experience & Analytics Functional:
Customer Experience - Business Process Improvement
Position: Manager - Customer Experience Performance Management & Service Culture
Job Purpose : Manage the Customer Experience (CE) Performance Management and Service Culture of Hong Leong Bank. As this is a new role created to support new transformational activities in the CE area, the roles and responsibilities highlighted below, which are inclusive but not limited to the scope below, might change and develop over time to be fit for purpose and fit for future. Q q q The candidate will report to the Head of CE Performance Management and Service Culture and support any additional activities assigned that is deemed necessary in making the CE transformation a successful one.

CE Performance Management - Manage the CE Performance on a daily basis and continuously improve the entire value chain from design, data collection, trend & root cause analysis to engaging & providing recommendation to stakeholders for continuous customer experience improvements. This includes data from both internal (digital analytics, operations, channels and product performances) to Voice of Customers (social media sentiments, product and channel CSATs). The role also includes managing and enhancing the CE performance dashboards on Tableau and Verint, that are being use bank-wide to show the direct line of sight of the pulse of our customer experience.

Service Culture - Design and support HLB's service culture program including the refining its values, agenda, change & communications management, communications and customer experience related training strategy across the bank.

Functional (job responsibilities)
CE Performance Management

  • Support the Head of CE Performance Management and Service Culture in creating and implementing the strategic direction for customer experience by recommending effective performance management and governance methodologies
  • Support and work together with the CE Performance Management team in identifying and implementing the best customer experience measurements and cross-country/cross-company/cross-industry benchmarks
  • Continuously stay abreast with new and emerging performance management and customer experience topics/trends
  • Prepare and administer various management reports needed apart from the performance dashboard in a timely manner in order to provide a good measurement and feel of the impact and effectiveness of the change management initiatives to the senior management
  • Analyze performance metrics and monitoring to understand any potential gaps between the actual and target customer experience and develop improvement recommendations to address the gaps
  • Conduct root cause analysis to identify reasons for underperformance and propose actionable recommendations to improve customer experience levels to target levels
  • Monitor and drive the deployment of recommendations across all touch points, products and business units, and work closely with stakeholders to manage and follow up on the work plan
  • Prepare reports on completed analyses and identified recommendations, and on the impact of deployed recommendations to show the impact and results of the improvements
  • Take lead and drive continuous improvement in CE delivery by using metrics in learn-improve-learn cycle by using performance results to initiate a call to change. Identify CE risk and opportunities related to business departments and organization
  • Deputize the Head of CE Performance Management and Service Culture when needed
Service Culture
  • Continuously align the service culture program with the banks vision, mission and strategy
  • Prepare best practices to drive service culture across teams, departments and functions across HLB - from awareness, adoption to advocacy stages of the program
  • Support the tone, voice and style of culture of communications, including new tools, channels and campaigns through editing and directing information gathering
  • Create and innovate high impact communication methods (e.g. webcasts or vlogs) to ensure that messages can be articulated in a fun and high impact manner
  • Coordinate program logistics as well as jointly develop content and supporting materials for key service culture programs
  • Work together with HR and other departments if necessary, to incorporate HLB' s service culture into employee engagement initiatives
  • Stay up- to -date with new and emerging customer experience topics/trends, technologies, capabilities and offerings across competitors and global CE leaders, including banking / financial, technological, startup ecosystem, and other upcoming industry disruptors
  • Run and drive the CE high visibility projects across the bank to promote areas such as AI, VR/AR, Voice/Facial recognition, and other initiatives that are beneficial for the bank
Managerial (team/group responsibilities)
  • Supporting the Head of CE Performance Management and Service Culture in day-to-day business operations.
  • Ensuring all key deliverables are met (either from the Performance Management or the Service Culture requirements) to absolute time to highest quality
  • Helping to drive efficiency in the Business by challenging status quo and working in a smarter way using latest available technologies, and methodologies, to ensure growth and sustainability for the department and company
Organizational (organizational responsibilities)
  • Continuously act in the interest of the company, by creating and adding value to the department and organization holistically, by giving the right commitment, ambition, attitude and desire in carrying out the assigned duties
  • Apply and live by the company's values and be seen as a senior ambassador to the HLB brand at all times
Education/Qualification
  • Possess at least a Bachelor's Degree in Business Management, or Professional Degree in any field. An MBA would be an advantage
  • Good knowledge of Financial numbers. A Lean Six Sigma Black Belt is preferred, someone who is very familiar with getting data, processing data, and presenting data is needed
Experience
  • At least 10 years of experience in the related field with working experience at management level
  • Strong interpersonal and communication skills at all levels of senior and executive management
  • Experience in managing projects - from strategy to execution
  • Experience in service culture, human resource, training or change and communications management across large organizations


Special Skills
  • Ability to work with minimum supervision together with internal and external stakeholders
  • Ability to challenge status quo in the right manner, and to recommend out of the box ideas to manager, especially when current ways of working is not delivering optimum results
  • Ability to articulate findings in a crisp and concise manner both verbally and through written presentations/communications
  • Competent IT skills in using PowerPoint, word, excel outlook and other relevant tools to increase ability to produce the results needed to ensure the success of CE for the company
  • Ability to adopt and develop established working practices and develop new procedures
  • Structured thinking with strong issue-based problem solving skills, yet agile and adaptable to changes on the go, with a resilient and a can do attitude