ROLE PURPOSE
Any customer problem is your problem — your charter is to advocate for the customer’s experience and partner with Operations, Product, Communications, and Sales to retain and upsell our customer base; and with Training, Regional and Branch managers to develop branch staffs in the areas of sales, customer service and operations.
You will manage our head office customer service team members in gathering branch productivity data, customer feedback, mystery shopping analysis and the like across the network to understand customer wants and needs better and implement change to meet those demands. You will continually be the Customers Advocate expressing their voice loudly across the organization until customers are delighted.
Part of improving customer experience is to develop and improve our branch staffs with sales and customer service skills; and increase product knowledge. From productivity data, customer feedbacks and mystery shopping results, you will be responsible for developing the required coaching materials and scheduling in-branch training sessions for the branch development coaches who will be under your supervision.

KEY ACCOUNTABILITIES:

BUSINESS 20% Weighting

• Supports Head Of Branches and Head Of Sales in delivering key KPI’s in regards new sales and upselling through improved customer penetration and relationship. Assists in planning, organising and controlling all aspects of the business across the country maximizing the capability and profitability of staff in delivering delightful customer service. branches and teams.
• Assist Branches Managers in growing their customer base by providing effective customer service and retention plans to delivery on branch plans. i.e. High Value Customer events.
• Provides leadership and direction to network personnel & Branch Manager to assist in the achievement of the Branch's agreed customer satisfaction outcomes such as Mystery Shopping scores, wait times and other productivity measures.
• Anticipate changes in the marketplace, responding quickly to customer needs and maximising new service development opportunities.
• Provide Senior Management with detailed reports reflecting performance, risks and opportunities available to your department in a timely manner.

CUSTOMER
40% Weighting
• Recruit, engage and lead a world-class team of customer service professionals to build long-term relationships with branch personnel advocating the voice of the customer. Ordinary is not acceptable, delighting is our goal — ultimately driving retention and upsell.
• Improve upon existing minimum mandatory service standards measuring on a regular basis to ensure improvements through effective mystery shopping.
• Instill a real desire of all levels of staff to deliver exceptional delightful Customer service setting Yoma Bank ahead of competitors.
• Establish regular market research to measure effectiveness of service delivery, performance against peers, and confirming Yoma is “Best Customer Service” bank in Myanmar.
• Gather customer insights from Sales, Mystery Shopping, Help Desk, SME Managers, Home Loan Specialists, Corporate Managers, etc.
• Constantly review transaction operations to identify processes and trends that can be improved and advocate for high customer impact solutions across the company.
• Collaborate with our product and digital teams to develop a product roadmap that drives lifts customer impact through improving convenience, accessibility and relationship with bank.
• Quickly adapt everything from team structure to process to adapt to respond to and get ahead of growth challenges.
• Strategically guide and handle customer experience complaints, ensuring the best possible experience for all customers.
• Develop a complete end to end complain process overlapping with Call Centre and Communications.
• Develop Customer Charter of 10 aspirational service items that clearly identify our leadership amongst peers as proof points of better.
• To be successful, you must -
o Empathize Strongly with the Customer: put yourself in their shoes, investigate thoroughly about the root causes of pain points, and be passionate about long-term solutions for customer problems.
o Organize and Prioritize Fiercely: Know where your time is best spent; establish strong systems for follow-up to ensure customer projects are moving forward quickly.
o Constantly Advocate: Know what motivates other teams and tailor your message to create customer impact. Be persistent and loud on behalf of our customers.
o Set Strong Expectations: Think about expectations set today that will drive long-term customer satisfaction.
o Be Analytical: Analyze (and run, if necessary) the data to distill customer trends and combine this with customer empathy and intuition to drive customer advocacy.
o Be Creative: Navigate all kinds of roadblocks to achieve your goals. You use your creative viewpoint on problems to find hidden solutions, especially in managing.
o Be Innovative: create and implement customer focused initiatives creating improved customer satisfaction and bank efficiency.

PEOPLE DEVELOPMENT 20% Weighting

• Manage a team of Branch Development Coaches who will be travelling to branches supporting and coaching branch staffs in the required development areas; including, but not limited to, sales, customer service, product knowledge, SOPs and compliance.
• Work with Yoma Bank Development Centre to in developing coaching materials catered to branch-by-branch development needs based on productivity data, customer feedbacks and mystery shopping results of each branch.
• Plan and prioritize Branch Development Coaches schedule making sure trainings are done efficiently and effectively; as well as manages the goals and KPIs for the coaches.
• Document all training and coaching activities as well as results and observations.
• Develops customer service training and development plans for Branch Managers and assists Mangers do same for branch staff.
• Actively coaches, when able, Regional Managers and Branch managers in achieving improved skills through active management.
• Acts as a role model and lives the bank values. “Walks the Talk” is a stand out example to Managers and Staff.
• Inspires, develops, coaches and challenges Branch Managers and Staffs to be the best they can be.
• Works collaboratively with all head office stake holders to build the business.
• Ensure performance appraisals are complete and submitted on time.
• Provides leadership and direction to staff to retain and maximise their motivation and contribution to the success of the business.

OPERATIONS 10% Weighting
• Run your department within standard operating practices and adhere to all compliance and regulatory requirements.
• Proficient at understanding and communicating to all levels various forms of data that is produced by the department. Mystery Shopping data, what does tell and what it does not. Q matic data, customer serving time productivity etc.. Well understands individual branch real cash time and ensures productivity levels are optimum and look for ways to reduce waste.
• Support in the implementation of a new information technology providing greater levels of customer satisfaction, including a new core banking system (CBS).
• Provides line management monthly regional report outlining performance in regards, business, operations, compliance and people.

COMPLIANCE 10% Weighting

• Accountable for building and providing an environment for managers and staff to achieve business objectives in a compliant manner.
• Accountable for all projects and personnel under his control to adhere to compliance, audit and regulatory matters. Including adhering to all internal and external policies and procedures. i.e. Code Of Conduct.

QUALIFICATIONS REQUIRED

Knowledge & Skills

Essential
• Superior management, coaching and leadership skills to build and manage a high performing team
• Creative, analytical, problem solving and decision making abilities, which include the ability to make independent decisions, while knowing when to bring certain matters to the attention of management.
• Excellent under pressure and can adapt quickly in an evolving environment.
• Possesses strong interpersonal, communication, and negotiation skills and the capability to interact with all levels of staff and with both internal and external stakeholders
• Excellent competency in computer and presentation (MS Office)
• A high energy, self-motivated individual, who can collaborate with cross-functional teams with minimal supervision to deliver results.

Education & Special Training

Essential
• Completion of a university degree.

Desirable
• Experience in the financial industry is a plus.

Experience

Essential
• At least five years of experience and proven success in building and managing a successful customer experience team.

Languages

Essential
• Excellent communication (written and verbal), analytical and interpersonal skills in Myanmar and English