Assistant Vice President, Customer Excellence

Customer Excellence

Alliance Customer Promise

•        To develop, initiate and execute strategies to inculcate a culture that focuses on customer excellence across the bank in achieving the Alliance Customer Promise.

•        Responsible for the Alliance Customer Promise adoption bankwide.

•        Execute internal communications to drive service culture across the bank from awareness, adoption to advocacy stage

•        Arrange for monthly meetings with participation from key stakeholders

•        Preparation of slides and minutes for the meeting

•        Followup on the action plans with the respective person in charge

Net Promoter Score

•        Responsible for improving NPS scores and to initiative or drive projects jointly with the stakeholders identified through the survey results.

•        Analyze and review the NPS results to gauge customer satisfaction towards the level of services and identify opportunities for improvement with the stakeholders.

•        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 closer of the 2nd callback request

Others

•        Responsible for timely and accurate Regulatory reporting to ABM/BNM.

•        Ensure initiatives or directives from Regulators are successfully implemented.

•        Respond to any adhoc request from the regulators

•        Participate and contribute in projects by ensuring that the processes are customer oriented

•        Staying abreast with the latest trends and service innovations in the service industries

•        Conduct benchmarking against the best practices to ensure our service is competitive and identify opportunities of improvement to stay ahead our competitors

Human Capital

•        Champion the key behaviors and brand promise

•        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

Skills                

•            Strong service mindset

•            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

Knowledge

•            Familiar with the latest service trends and innovation in service industry

Experience

•            At least 5 years working experience in Customer Service role