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Serves as custodian in re-energizing RHB Way service culture & be proactive to service across RHB Service Chain.
Define RHB Way service standards to be adopted across RHB Group.
Design and deliver employee training & engagement programmes to educate employees on CX best practices and the importance of customer centricity
Develop and implement internal communication strategies to promote CX success stories, best practices and upcoming initiatives
Champion cross-departmental collaboration across the service chain to ensure unified approach to customer experience.
Key Responsibilities:
Lead & drive in re-energizing RHB Way Service Culture & Be Proactive to Service across all networks.
Define CX principles and standards to be adopted across the organization.
Co-create with relevant stakeholders on the identified Service Culture action items.
Facilitate workshops and meetings to align different departments on CX goals and initiatives
Plan, develop and implement initiatives to ensure adaptability and sustainability of new/changes related in leading & differentiated service.
Drive, manage and strengthen RHB Way Service Culture initiatives group-wide in delivering the leading & next generation customer experience.
Close monitoring and ensure all adoption rates of service initiatives are driven.
Develop and implement communication strategies to enhance collaboration across teams and departments across RHB Service Chain.
Ensure consistent and timely dissemination of important notices, updates and changes.
Develop/create content such as newsletters, internal social media posts, email campaigns to reinforce CX culture
Review correspondences, scripts, mailers and other communications to internal and external customers using RHB Way Tone of Voice and necessary content.
Develop engagement initiatives, such as workshops and seminars to keep employees motivated and aligned with CX goals.
Requirements:
8 - 10 years relevant experience with focus on culture building initiatives
10 years in developing and leading training programmes focused on customer service excellence.
Specific:
Solid change management skills & practices to successfully embed customer centric behaviors across the organization
Ability to influence senior leadership and employees at all levels to adopt a customer first mindset
Experience in designing and delivering training programmes for employees at all levels.
Lead workshops, brainstorming sessions and team activities focused on improving customer interactions
Strong interpersonal skills and ability to work cross-functionally and build relationships with internal and external stakeholders
Understand CX journeys and change management methodology.
Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribe / squads / teams
Proficiency in design and video editing software, eg Adobe illustrator or any graphic or video creator related skills
Strong multilingual capabilities in written and verbal communication skills
Design visual elements to deliver information to an audience.
Able to manage ambiguity and thrive in dynamic environments
General:
Strong interpersonal skills and ability to work with internal and external people.
Solid change management skills & problem solving
Good planning, organizing and co-ordination skills.
Basic computer literacy (MS Word, PowerPoint, Excel, Internet, Outlook) is a must.
Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g.
Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards
The RHB Banking Group is the fourth largest fully integrated financial services group in Malaysia.
The Group's core businesses are streamlined into seven main business pillars, namely Group Retail Banking, Group Business & Transaction Banking, Group Wholesale Banking, Singapore Business Operations, Group Shariah Business, Group International Business and Group Insurance.
Group Wholesale Banking comprises Corporate Banking, Investment Banking, Client Coverage, Group Treasury & Global Markets, Asset Management and Private Equity.
All the seven business pillars are offered through the Group's main subsidiaries, RHB Investment Bank Berhad, RHB Islamic Bank Berhad and RHB Insurance Berhad, while its asset management and unit trust businesses are undertaken by RHB Asset Management Sdn.
Bhd.
and RHB Islamic International Asset Management Berhad.
The Group's regional presence now spans ten countries including Malaysia, Singapore, Indonesia, Thailand, Brunei, Cambodia, Hong Kong, Vietnam, Lao PDR and Myanmar.
It is RHB Banking Group's aspiration to continue to deliver superior customer experience and shareholder value; and to be recognised as a Leading Multinational Financial Services Group.#J-18808-Ljbffr