Specializing in helping businesses to meet quality standards of services by planning campaigns and developing new initiatives. Requirements include the ability to connect and align with other stakeholders to improve the standard of customer service in every area.

• Develop and drive strategies and plans to improve service levels and customer satisfaction.
• Develop and drive strategies and plans to improve service levels and customer satisfaction.
• 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 
• Monitor the outcomes of all initiative and campaign
• 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.
• Responsible and review Analytical report based on NPS, CSAT, and suggestion box to highlight the issues regarding with quality of customer service
• Provide periodic reports.
• Other duties as assigned.

• University degree in Business Administration or relevant discipline
• Minimum 5 years experience in banking or financial industry, 5 years of which with focus in Customer Experience, or Service Quality
• Strong communication and presentation skills with good command of English in both written and spoken
• Positive thinking, strong initiative, result-oriented and willing to embrace challenges;
• Customer-centric and innovative;
• Proficiency in PC applications in MS Office
• Training and Coaching Skills to enhance the customer service skills at the branches.