The role is responsible for overall performance of service Operational areas covering Branch NPS, Coordination with branches for better service delivery, customer communication, Fraud Management support,Sef care activation for digital Banking and other Virtual Branch adm. Related tasks.

• Responsible for the overall service quality of NPS and ensures all branches resolves the customer issues.
• Managing the daily operation, escalation and follow up with product owners for pending resolution, including implementing strategies and development of best practices for Virtual NPS management and operations.
• Maintains and improves Fraud management tasks by coordinating with FMS team
• Data reporting to management on NPS,FMS and pull down the number of issues.
• Follow and build escalation matrix for branch customer handling process.
• End to end closure of Fraud management issues and share reports.
• Ensures process improvement and quality assurance Digital Banking self-care services.
• Prepares NPS performance report by collecting, analyzing and summarizing data.
• Coordination with Crayon team if any NPS Tableau related issues and deliver phase-wise progress update.
• Coordinate with marketing for any service contents to be released or communicated to customers.
• Monitor overall admin tasks and cost control month by month basis.
• Keep abreast with up-to-date knowledge of emerging trend in Virtual Customer Service operations management.
• Ensures effective resource planning through staff recruitment.

• Possess at least a Bachelor's Degree, Post Graduate Diploma or Professional Degree in Business Studies / Administration / Management, Finance / Accountancy /Banking or equivalent.
• At least 12 year(s) of working experience and managing a large team in the related field is required for this position.
• Experience working in Customer Service Center of banking / financial services/Digital Banking would be an added advantage.
• Ability to command both spoken and written in Myanmar and English.
• Strong knowledge in Microsoft Office and Virtual Customer Service related applications.
• Possess strong problem solving skills, leadership, professional maturity, communication skills and ability to work independently.