This role in primarily responsible to improve NPS across  customer channel, product, VC’s FC’s with continuous coordination and feedback sharing and extending support to VC/FC’s with NPS reports, analysis, ,providing tools, identify Customer pain point and suggest better ways to conduct NPS survey.

• Responsible for the overall service quality of NPS and ensures all branches resolves the customer issues and also responsible to coordinate VC/Functions, product owners for improving NPS score.
• Data reporting to management on NPS, FMS and pull down the number of issues.
• Follow and build escalation matrix for branch customer handling process and end to end closure of Fraud management issues and share reports.
• Ensure process improvement and quality assurance Digital Banking self-care services.
• Prepare NPS performance report by collecting, analyzing and summarizing data.
• Coordinate 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.

• Keep abreast with up-to-date knowledge of emerging trend in Virtual Customer Service operations management.
• Explore convenient ways of NPS survey and customer engagement.
• Coordinate with VC’s and closure of key concern points captured in NPS detractor’s feedback.
• Prepare reports with level 3 analyses on each NPS detractor trigger and distribute it VC/FC wise.
• Share individual reports with VC/FC’s on their internal NPS score and external product/Service scores by making comparison of impact of NPS on revenue and cost model.
• System integration of NPS for feedback collection over SMS/other social media platform.

• 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 5 year(s) of related  working experience
• 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.