Manager, Customer Experience Transformation Office

  • Competitive
  • Kuala Lumpur, Federal Territory, Malaysia
  • CDI, Plein-temps
  • Hong Leong Bank Berhad
  • 17 août 17

Manager, Customer Experience Transformation Office

Job Descriptions

HLB is embarking on a comprehensive multi-year regional customer experience transformational journey encompassing products, channels and services across the different markets. We are looking for people with change management, process improvement or transformation experience to lead customer experience improvement initiatives - to enhance service delivery and customer satisfaction through the use of advanced analytics and process improvement methodologies. This is a both a strategic and execution role with interaction at various levels across HLB & r eports directly to HLB Head of Strategic Planning - Customer Experience & Analytics.

Customer Experience & Analytics

  • Lead multiple projects - with a focus on cognitive, data management & business intelligence capability building
  • Conduct necessary research and prepare materials to drive brainstorming sessions on how business can best leverage upon the capabilities being built
  • Interact with all levels of management, including senior-level decision makers and executives, and conduct qualitative and quantitative analyses in support of solution development
  • Manage relevant vendors to drive execution - including managing contracts, payments and escalations
  • Facilitate solutioning and issue resolution sessions as necessary
  • Identify and highlight capacity, pacing, resourcing issues and any other red flag issues needing leadership attention
  • Ensure effective stakeholder engagement and communications
  • Ensure organizational alignment in the design and execution of initiative efforts
Qualifications
  • Degree with 5+ years of global or regional experience leading a transformation program in Backoffice Operations, Customer Experience, Analytics or IT
  • Previous consulting experience with domain expertise in Operational redesign, G&A cost reduction, global shared services (onshoring/offshoring), CRM transformation, process & ERP optimization, Lean/continuous improvement, service delivery effectiveness and productivity improvement levers
  • High-value personal qualities - critical thinking and problem solving skills, ability to influence, work in teams, resourceful, responsible, tenacious, independent, self-confident, high-energy, etc.
  • Strong strategic skills and executive level presence and demonstrated ability to work in a matrix environment with different cultures and background
  • Previous experience with transformation or process improvement (LEAN, Six Sigma) is desirable
  • Proven ability to build teams and cultures and thrive in ambiguous situations
  • Ability to articulate analyses and findings in a crisp and concise manner both verbally and through written presentations/communications
  • Competent in Microsoft Office applications especially PowerPoint and Excel