
Manager, Productivity and Service Quality
2 weeks ago
**Role**:
- To initiate, manage and implement process improvement projects, process re-engineering projects and automation projects to streamline and automate end-to-end processes, in order to achieve improvement in productivity and efficiency, and reduction of costs and defects.
- To assist departments to identify areas of improvement and form cross-functional project teams to implement solutions.
- To support the Head of Department with projects as directed by senior management for the benefits of the Branch.
- To raise change requests for system enhancements when opportunities for automation are identified during the course of project work or through customers’ feedback; and coordinates key activities such as user requirement gathering and user acceptance testing towards successful implementation of projects.
- To assist the Head of Department in branch-wide initiatives, including any relevant training programs, to build a culture and mindset of continuous process improvement, innovation and customer focus.
- To monitor online posts or comments of the Branch to manage reputation risk of the Branch.
- To assist the Head of Department to handle and resolve all customers’ feedback and complaints in a fair, objective and timely manner.
- To manage and implement service quality initiatives within the Branch to ensure consistent delivery of quality customer service for a positive end-to-end customer experience across the Branch’s touchpoints
**Requirement**:
- Good Bachelor’s or higher degree in a relevant discipline, preferably a Degree in a technical discipline such as Engineering or Computer Science.
- Minimum 3 - 5 years’ working experience in related field, preferably in banking or financial services.
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