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Service Operations Manager - YGN

KBZ Bank

Service Operations Manager - YGN

KBZ Bank
Recruiter active 11 hours ago The recruiter at this company was last active reviewing applications.
Myanmar - Yangon
Full Time
Verified This job has been verified by the company as a real job vacancy.
11 Mar 2022

Experience level

Manager

Job Function

Customer Service, Support

Min Education Level

Bachelor Degree

Job Description

This role Service operation Manager encompasses the day-to-day activities, processes, and infrastructure that are responsible for delivering value to the business through operational efficiency. This role aims to customer satisfaction by tailoring the service to the customer’s needs. Like most operations roles, service operations aims to support and amplify a team's capacity in addition to helping them scale and provide seamless operational support.

  • Service constraint identification, reporting and improvement. Manage overall day to day operation.

  • SME (Subject matter expert) in own areas and add value for better operational output.

  • Set service parameters with an agreement with other VC's.

  • Ensure organisational goal, agenda, visions are achieved as per milestone set in annual planning.

  • VOC analysis and review process to improve the service and customer experience.

  • Publish regular update to management on service quality improvement in

  • Follow up with Partner/VC/Functions for service failure and work on service recovery plans.

  • Set Protocol around customer dispute resolution.

  • Measure NPS performance across channels and fix with stakeholders with root cause analysis.

  • Reduce customer level issues by bringing innovative idea or digital enhancement.

  • Monitor all service level adherence, draw process gap, discuss with VC/FC/Ops for fix.

  • Analyse the products in UAT and give feedback for better customer journey.

  • Analyse cost and reduce head count with quality control by reducing Service request volume.

  • Provide Portal support, Id management and other tech support from 3rd party vendor to run ops smoothly.

  • Manage all quality input reports and ensure circulation on time.

  • Ensure new process documentation for smooth customer journey.

  • Prepare forecast from Kbzpay business team and arrange operational support smoothly.

  • Help promote and maintain a positive company image.

  • Review teams timely & share improvement plan.

  • Monitor, measure the performance and share/exchange ideas in monthly business review to improve operational efficiency. 

  • Prepare robust BCP plans and have flexibility to work in critical situation to help customers.

Open To

Male/Female

Job Requirements

  • Intuitive to customer’s needs
  • Strong communication and interpersonal skills and the ability to build and maintain relationships
  •  Must understand customer relationship management (CRM)
  • Ability to analyse and solve problems quickly
  • Must be self-motivated, flexible and able to manage several jobs at one time
  • Proven experience as a Client Relationship Manager
  • Experience in sales or customer service is preferred
  • Aptitude for fostering positive relationships
  • Teamwork and leadership skills
  • Customer-oriented mindset
  • At least 10+yr year(s) of working experience in the related field is required for this position. 
  • A background in customer service or Quality, business excellence is a plus

  • Experience working in Service Quality of banking / financial services would be an added advantage.

What We Can Offer

Benefits

Quarterly Bonus

Highlights

Leading Bank in Myanmar

Career Opportunities

- Opportunities for promotion
- Possibility for job training
- Learn new skills and techniques

About Our Company

KBZ Bank
THE STRENGTH OF MYANMAR

**Winner of EUROMONEY Award for Excellence consecutive years 2014, 2015, 2016: Best Bank in Myanmar**

Kanbawza Bank (KBZ Bank) Limited, part of the KBZ Group of companies, is Myanmar's largest bank. Established in 1994 in Taunggyi, initially the bank catered the local area and in 1996, after present management acquired the organization, the group expanded to become Myanmar's largest financial institution, currently employing over 17,000 people.

KBZ Bank is part of the KBZ Group, one of Myanmar's largest and most successful conglomerates. The Group has a proven track-record of operating according to industry best practices, as recognized in 2014, when the Myanmar Centre for Responsible Business awarded the KBZ Group of Companies as the most transparent company in the country. It is the first Myanmar bank in history to have International Representative offices in Thailand, Singapore and soon Malaysia.

Purpose
We are driven by a simple aim. As the largest Bank in Myanmar, we are committed to enhance the quality of lives of the people in Myanmar, through financial inclusion. And in that becoming the Best Managed Bank in the World! Join us in this journey to positively impact the community and the nation.

Fulfilling Career – Today and Tomorrow
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!

Personal Challenge
We put the emphasis on individual responsibility, opportunity and autonomy. We encourage growth through continuous on-the-job development and a fast paced environment that will stretch and build your expertise daily. We encourage our people to view their career as a journey; to think not about a vertical career ladder, but a long-term aspiration to broaden their exposure or deepen their skills over time. We would like to build the Bankers of Tomorrow for Myanmar!