Manager, Customer Experience & Service Quality recruitment

Responsibilities

The Customer Experience and Service Quality Manager runs a range of change programs to help create a more customer focused approach Bankwide. You will bring best practices in creating customer focused culture and seamless customer experience. You will work various business units to improve customer focus and awareness through communications, training and coaching. You will be responsible to run a program of communications initiatives creating a closer connection between staff and customers. You will create new and innovative ideas and initiatives that drive customer focused behavior.

This position will be responsible for ensuring high quality experiences from all customer interactions, services, service components, and department operations. Providing insights and driving process that directly result in customer satisfaction improvement is critical to success in this position.

• Develop, implement, and maintain a robust customer service quality management system for all customer touch points

•  Measure and analyze customer satisfaction levels for continual improvement

•  Measure and analyze service quality levels for continual improvement

• Enhance end to end processes that relate to customer experience

• Organize and promote bank-wide customer experience quality improvement efforts

• Direct and develop the department management and other staff to identify areas where process improvement and systems enhancements are necessary to increase productivity and improve the overall customer experience

Requirements

• Bachelor’s degree or equivalent experience

• At least 3-5 years of experience with customer service management preferably in the banking and service industry

• Passion for service, and the right aptitude and attitude to deliver excellent service.

• Core competencies should include customer experience design and delivery

• Self starter, inquisitive and creative service professional with a strong customer centric mindset

• Effective communication skills coupled with excellent oral and written skills

Please send detailed resume, including salary expectation and contact number to,

                                                            sg.enquiries@cimb.com.

                                    We regret that only shortlisted candidates will be notified.