Collaborate in developing Customer Experience transformation program which aim to deliver end-to-end customer experience, includes Products, Services, Channel Technology, People perspectives and risk & compliance.
Strategic branding segment such as branding awareness and strategic marketing communication.
Design specific campaigns to accurately sell products and reward customers.
Craft and champion culture transformation program in driving the organization from product and services oriented to customer experience oriented covering customer experience journey management and customer experience business alignment into various customer touch points.
Partner with various related departments to lead the development of integrated marketing campaigns across digital and print media to address various opportunities identified.
Manage the portfolio of segment marketing plans and lead partners end-to-end to ensure smooth execution across all campaigns. Oversea campaign creative development through the creative review process, collaborating with designers and copywriters, and capturing feedback from multiple stakeholders while adhering to campaign deadlines.
Synchronise customer experiences across channels to deliver a relevant, personalised customer experience aimed at increasing customer lifetime value.
Facilitate and drive key strategic initiatives from planning phases and able to see through the project to the finish and manage all stakeholders along the way.
Initiate the right changes and ensure they are completed.
Analyse current banking product and service offerings and industry trends to develop long-range planning to promote growth and alignment with industry trends.
Evaluate Bank strategic partnership opportunities for fit to company strategic goals.
Minimum 5 years’ experience in strategic management or transformation.
Six sigma certification is advantage.
Able to work independently, has a strong initiative with positive attitude.
Has good interpersonal skills, good writing and communications skills in English and Bahasa Melayu.
Critical thinking and effective problem solving skills.
Planning, organizing and coordination skills.
Negotiation and conflict management skills.
Experience in financial / banking industry will be added advantage
If you aspire to go beyond, Let us inspire you to break the barriers.
Affin Bank Berhad is a full-fledged commercial bank incorporated in 1975. We are a progressive bank founded on the dynamic concept of ‘Banking Without Barriers’ – a vision designed to remove boundaries so that we are close to our customers.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases