Assistant Manager, Strategic Initiatives & Transformation

JOB PURPOSE

• Provide support and governance across key CX strategic programs on project delivery ensure project outcomes are achieved on time and within the agreed scope.
• Work closely with the relevant stakeholders to ensure smooth and successful delivery of programs and initiatives.
• Advocate and inculcate customer centric-culture in the Bank to deliver unrivalled customer service.

ACCOUNTABILITIES

List the responsibilities to be achieved and major activities that are to be carried out to accomplish the key result areas: –

A. STRATEGIC PROJECTS & INITIATIVES

• Support transformation initiatives to improve overall customer experience, including project documentation, development and monitoring of project plan, and coordination of project meetings and discussions.
• Collaborate across Customer Experience teams and critical stakeholders to ensure smooth and successful delivery of programs and initiatives.
• Collaborate with stakeholders to design key moments of truth and WOW trigger points to enhance customer journey.
• Assist in coordinating and analyzing feedback gathered from targeted CX surveys and focus groups on customer journey experience, products and services, to provide value-added customer insights for Business consideration for improvements.
• Perform market and competitors research and report compilation of customer experience and value proposition best practices. Ensure accurate and timely execution of reports and regular updates of ongoing projects and results.
• Provide direct support in survey design, scripting, vetting/checking through customer experience reports or communication on customer experience hygiene factors.

B. CUSTOMER VALUE PROPOSITION & LIFECYCLE

• Understand different customer segments, their needs, behaviours and attitudes to delivery need-based products and services.
• Foster a culture of customer journey design and adoption in developing customer solutions and product offerings aligned to customer needs.
• Participate in user acceptance testing (UAT) for digital product developments projects when necessary.

C. CUSTOMER-CENTRIC CULTURE

• Champion CX service culture transformation bank-wide through various engagement programs and communication targeted at all levels to align CX Promise and build a customer-centric culture.
• Track performance to determine the effectiveness of CX service culture programs using surveys, touchpoint engagement analysis to derive insights for continuous improvements.

D. REPORTING

• Prepare contact reports or discussion notes within 24 hours post meetings.
• Prepare management reports and updates on overall customer experience initiatives/projects.
• Support and administration role in pre-and post-meeting coordination to ensure smooth arrangement of meetings, compilation of approval papers, reports and preparation of meeting minutes within 2 working days.

E. ADMINISTRATION & OTHERS

• Manage department administration of finance, risk, compliance, procurement, and IT-related matters
• Monitor and track departmental budget, expenses, and reporting.
• Other projects/tasks are assigned from time to time.

REQUIREMENTS

• At least a Bachelor’s degree, Post Graduate Diploma, or Professional Degree in Business Studies. Marketing, Management, Banking or equivalent.
• Minimum 5 years of working experience in a related field
• Experience working in customer experience, service quality, banking operations, financial services, or digital banking would be an added advantage.
• Basic understanding of end-to-end customer journey
• Strategic and analytical mindset with high attention to detail and problem-solving abilities
• Strong organizational and time management skills with the ability to multi-task.
• Ability to work independently with minimum supervision and under tight deadlines
• Meticulous and detailed-oriented working style is a must
• Excellent written and verbal communication skills.
• Team player with good interpersonal skills and capable of maintaining strong relationships.
• Computer literate and excellent Microsoft Office skills (PowerPoint and Excel).