Card Product specialist will be an integral part of the team responsible for analysing credit card products and performance, facilitating internal communication, managing customer complaints, and ensuring exceptional customer service. This role will be responsible for executing analytical tasks, supporting communication initiatives, resolving customer issues, and maintaining positive relationships with internal and external stakeholders. Assist in gathering, organizing, and analysing data related to card products and performance, including transactional data, customer feedback,and market trends. Prepare regular reports and dashboards to communicate key insights,trends, and performance metrics to stakeholders. Conduct research on industry trends, competitor activities, and regulatory changes affecting credit card products. Compile findings into concise summaries and presentations to support decision making processes. Assist in organizing meetings, workshops, and training sessions to facilitate communication and collaboration among internal branches. Help disseminate important information, updates, and best practices to branch staff through various communication channels. Handle customer complaints related to card products promptly and professionally,ensuring resolution in accordance with company policies and regulatory requirements. Document complaints, investigations, and resolutions accurately and thoroughly, maintaining records for regulatory compliance and internal review. Provide excellent customer service by responding to inquiries, addressing concerns, and offering solutions to enhance the overall customer experience. Liaise with internal departments such as IT, Branches, customer service,operations, and compliance to resolve complex customer issues and ensure timely follow-up. Maintain documentation of processes, procedures, and best practices related to card product analysis, internal communication, complaint management, and customer services. Identify opportunities for process improvement and efficiency gains and contribute ideas for implementation. Collaborate with cross-functional teams including product development,marketing, operations, and customer service to support ongoing projects and initiatives. Provide administrative support as needed, including scheduling meetings, managing calendars, and coordinating logistics for events.
Assist in collecting and organizing large sets of data from various sources, ensuring accuracy and completeness. Cleanse, transform, and validate data to prepare it for analysis. Support the preparation of dashboards, reports, and presentations for internal stakeholders. Monitor trends and flag potential issues or improvements in service performance for further analysis. Maintain organized records of all data-related activities, ensuring adherence to data governance standards. Generate regular and ad-hoc reports based on service quality metrics as required. Collaborate with the reporting officer to design and refine templates for reporting. Collaborate with cross-functional teams to define data requirements and deliver actionable insights. Liaise with internal teams to gather required data and provide support for ongoing projects. Participate in team meetings and contribute insights based on data analysis. Provide administrative support to the Service Quality team as needed. Monitor and track customer service metrics, such as resolution rate, and customer satisfaction scores, net promoter scores (NPS), VOCs, etc. Provide recommendations for operational improvements and efficiency based on data-driven insights. Prepare the comparison reports on monthly or quarterly basis to monitor the service improvement Other duties as assigned.
Lead the end-to-end management of retail banking products/project, including development, enhancement, renovation. Lead the preparation and supervision of Business Requirement Documents (BRDs) for retail product or channel developments or strategic projects, ensuring alignment with business goals and regulatory requirements Identify and evaluate new business opportunities, market trends, and customer needs to guide product innovation and portfolio expansion. Oversee cross-functional project teams to ensure the timely and efficient delivery of strategic initiatives and product launches. Manage the project, ensuring adherence to best practices, timelines, budgets, and quality standards. Collaborate with key internal stakeholders including Respective product owner, Marcoms, Branch Operations, IT, Risk, Legal and Compliance to ensure seamless product delivery and customer experience. Drive digital transformation by integrating digital channels and tools into product and service delivery. Analyze performance metrics and market intelligence to continuously improve product offerings and customer value propositions. Develop and manage the annual business plan/initiatives and budget for the retail banking BU. Ensure compliance with all internal policies and external regulatory requirements related to product and project activities.
The VoC Officer is responsible for facilitating the 'closed-loop' process by working with internal stakeholders to action customer feedback. Monitor and track customer service metrics, such as response time, resolution rate, and customer satisfaction scores. Monitor Daily ticket flow Monitor the assigned VOC outlets dashboards (Suggestion Box, Blu J) Create detailed reports, visualizations, and presentations to effectively communicate findings to stakeholders Collect and organize large sets of data from various sources, ensuring accuracy and completeness. Cleanse, transform, and validate data to prepare it for analysis. Perform quantitative and qualitative analysis to identify trends, patterns, and correlations. Collaborate with cross-functional teams to define data requirements and deliver actionable insights. Identify opportunities to enhance customer service processes, products, or policies through data analysis. Prepare and provide periodic reports (daily/monthly) Other duties as assigned.
Responsible for monitoring and improving the quality of service, and; translating customer experience management strategy into an effective program or process enhancement to improve customer experience and service quality; To work closely with other departments to implement strategic ideas and service improvement campaigns within the branches Implement the outcomes of all initiatives and campaigns to internal and external service Prepare analytical report based on the outcomes and collaborate all reports for future actions Deliver actionable data to the Deputy Head of Customer Service in a prescriptive and repeatable format Participate in new service rollouts to ensure associate and client readiness Participate in the development of training and coaching routines to ensure employees have the skills necessary to deliver a superior customer experience. Drive customer retention, reduce churn, and increase customer satisfaction Work closely with the VRA team to identify the area of improvement in Branch customer service and VOC management. Prepare and consolidate analytical reports based on VOE, NPS, CSAT, and suggestion box to highlight the issues regarding with quality of customer service Prepare the comparison reports every quarter to monitor the service improvement Provide periodic reports. Other duties as assigned.
The Learning Solutions Associate is responsible for designing, developing, and implementing effective training programs aligned with organizational needs. This role involves creating training frameworks, facilitating learning initiatives, and collaborating with stakeholders to enhance employee development. He/she will also oversee e-learning content development, ensure program handover for BAU (Business As Usual) training, and analyse organizational training needs to recommend improvements. Develop and initiatives training programs according to the organizational needs Prepare training master plan, Learning calendar, L&D initiative tour, program process and framework Deliver and facilitate the training or learning program and TOT to training delivery team Handover to training program team for BAU Training Perform e-learning content development, plan and user engagement activities Assist the HOD and to ensure all programs are aligned with the organizational needs Assist to develop policies, guidelines and form & formats Communicate the internal and external stakeholders/vendor regarding to new training programs and development plans Suggest the training programs or development plans according to the feedbacks from the internal stakeholders Analyze the current situation of the organization by observing the branches, business units and functions Collaborate with team to achieve objectives Prepare to Learning status and presentation Facilitate the training programs as a learning partner Other duties and responsibilities assigned by management
The Head of Market Research & Analytics is responsible for leading and overseeing the organization’s market research and analytics functions and is pivotal in shaping and executing strategies that drive data-informed decision-making and strategic planning. The purpose of this position is to provide comprehensive market insights, identify emerging trends, and deliver actionable recommendations that support business objectives and competitive positioning. Strategic Leadership : Develop and execute the market research and analytics strategy in alignment with the company’s goals and objectives. Lead the design and implementation of comprehensive research programs to support strategic initiatives and drive business growth. Identify and prioritize key research areas that align with business needs and market opportunities. Team Management : Manage and mentor a team of market researchers and analysts, providing guidance, support, and professional development. Foster a collaborative and innovative team environment to enhance research capabilities and performance. Oversee the allocation of resources and ensure the efficient execution of research projects. Research Design and Execution : Oversee the design and execution of both qualitative and quantitative research studies, including surveys, focus groups, and in-depth interviews. Ensure the use of best practices and methodologies to gather reliable and valid data. Manage vendor relationships and external research partners as needed. Data Analysis and Insight Generation : Lead the analysis of market data, consumer behavior, and competitive landscape to generate actionable insights and recommendations. Utilize advanced analytics tools and techniques to interpret complex data and present findings to senior management. Reporting and Communication : Prepare and present comprehensive reports, presentations, and dashboards to communicate research findings and recommendations to stakeholders. Collaborate with cross-functional teams to ensure research insights are effectively integrated into business strategies and operations. Provide thought leadership on market trends, emerging technologies, and best practices in market research and analytics. Budget Management : Develop and manage the market research and analytics budget, ensuring cost-effective use of resources. Track expenditures and optimize research investments to maximize ROI. Continuous Improvement : Stay abreast of industry trends, technological advancements, and evolving research methodologies. .Continuously evaluate and improve research processes, tools, and techniques to enhance research quality and efficiency.
The role holder is responsible to assist Head of HR, provide inputs and support to meet the business objective on strategic design, development and implementation of HR programs. The incumbent is responsible for supporting and coordinating a variety of HR programs and work closely with the Head of HR and HR Leadership team members to plan, develop, and implement new or revised talent management plan, policies, and procedures. The incumbents are expected to stay updated on current policies and procedures by doing research and identifying trends in the HR field and recommend change as per necessary. Support and work closely with Head of HR for effective implementation of D&I and other HR related policies, procedures to support the businesses and contribute the overall bank’s strategy of driving nation-wide financial inclusion and customer service leadership journey; Supporting and coordinating key HR initiatives in close partnership with leadership to strategically plan, design, and implement new or enhanced programs aligned with organizational needs. Analyzing and synthesizing HR project data to generate actionable insights, while effectively communicating and coordinating with key stakeholders. Proactively researching emerging HR trends to stay current on policies and best practices, and partnering with leadership to evaluate, enhance, and effectively implement HR policies. Providing support on overall HR policies evaluation and modifying where necessary to ensure that they are current, competitive and in compliance with legal requirements; Supporting in drafting various HR documents/ correspondences; Periodically update / generate metrics for measuring the effectiveness of HR program, generating the dashboards/ reports and sharing with respective stakeholders; Support the implementation of corporate initiatives under the guidance of the Head of HR and in partnership with other HR team members; Partner with corporate communications team to regularly communicate internal and external initiatives, events and progress; Coordinating cross-functional special projects and developing high-impact presentations and materials to support strategic decision-making. Review and streamlines the HR processes/procedures and developing a swim lane diagram; Proactively tracking action items and decisions to ensure all deliverables are completed in line with agreed project timelines. Develop methods to monitor employee voices from different channel, resolves the issues by coordination and collaboration with related parties; Handle the other relevant tasks been assigned by a superior and provide a feedback/outcome in a timely manner.
The BI Analyst will be a key member of the Analytics Center of Excellence, the role holder is accountable for working in business intelligence tasks as an individual contributor and responsible for delivering actionable insights, building robust BI solutions, and ensuring data-driven decision-making across the organization. This role requires strong expertise in SQL, Power BI, Excel, and data integration, with the ability to translate complex datasets into clear and meaningful business insights. 1. Data Analysis & Insights Analyze large, complex datasets to identify trends, patterns, and opportunities. Provide timely and accurate insights to support business units and senior management. Build dashboards, reports, and KPIs in Power BI and Excel to monitor business performance. 2. BI Solution Development Design, develop, and maintain interactive reports and data models in Power BI. Optimize SQL queries, stored procedures, and views for performance and scalability. Collaborate with cross-functional teams to translate business requirements into BI solutions. 3. Data Integration & Management Integrate and validate data from multiple sources (databases, flat files, etc.). Ensure data quality, consistency, and accuracy across BI platforms. Work closely with Data Engineering and IT teams on ETL/ELT processes. 4. Governance & Standards Adhere to Analytics CoE best practices and governance frameworks. Contribute to establishing standard KPIs, definitions, and reporting templates. Support self-service BI initiatives and promote data literacy across business units.