CE Business Architect - Process & System - Senior Specialist
Apply locations Petaling Jaya (First Avenue) time type Full time posted on Posted Today time left to apply End Date: March 31, 2025 (30+ days left to apply) job requisition id R-2024-11-101245GX Bank Berhad - the Grab-led Digital Bank - is the FIRST digital bank in Malaysia, approved by BNM to commence operations.
We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses.The Business Architect for Customer Support (CS) team will be responsible for designing and implementing business processes for the Customer Support team to enhance the overall customer experience.
This role will work closely with cross-functional teams to identify customer needs, develop innovative solutions, and drive continuous improvement in our Customer Support operations with the right system solutions.Key Responsibilities:Process Design and Improvement:Analyze existing Customer Support processes and identify areas for improvement.Design and document streamlined processes that enhance customer satisfaction and operational efficiency.Collaborate with stakeholders to ensure processes align with business goals and compliance requirements.System Integration and Optimization:Work closely with various teams/departments to integrate new systems and tools into the CS environment.Ensure that all technology solutions are optimized for customer support operations and provide a seamless experience for both customers and agents.Lead initiatives to automate manual processes and reduce operational costs.Strategic Planning:Align CS strategies with overall business objectives and ensure that they contribute to the organization's growth and customer satisfaction goals.Lead cross-functional teams in the development of new support models and capabilities.Data Analysis and Reporting:Analyze CS data to identify trends, gaps, and opportunities for improvement.Present findings and recommendations to senior management to support decision-making.Change Management:Lead change management initiatives within the CS team to ensure smooth transitions to new processes and systems.Provide training and support to CS agents and other stakeholders during the implementation of new processes and technologies.Foster a culture of continuous improvement within the team.Must-Haves:Bachelor's degree in a related field.Minimum of 5-7 years of experience in customer support operations, business process design, or a related field.Strong understanding of customer support systems and technologies (e.g., CRM systems, Help Desk software).Excellent problem-solving, critical thinking, and decision-making skills.High level of flexibility in a high-pressure working environment, used to managing multiple projects/programs.Strong communication and stakeholder management abilities.Proven leadership skills with experience in managing and developing a team.Experience with change management and training is a plus.Familiarity with regulatory requirements in customer support is an advantage.About Us
GX Bank Berhad (GXBank) is Malaysia's first digital bank that commenced operation on 1 September 2023.
With a workforce of more than 95% Malaysians from both the finance and technology sectors, the bank aims to disrupt the current banking industry with customised innovative solutions that empower Malaysians to be financially resilient and support their financial goals.
Powered by Grab, GXBank is a subsidiary of GXS Bank Pte.
Ltd., – the digital bank joint venture between Grab Holdings Limited and Singapore Telecommunications Limited (Singtel) – and a consortium of other Malaysian investors, including Kuok Group.#J-18808-Ljbffr