- Perform on-going process review for SG CCC with an objective to improve its operational efficiency
- Support in the implementation of Group Re-engineering Agenda which aligns the SG CCC with the global performance standard
- Collaborate with country or group SQ Team to conduct procedural change from VOC to enhance service delivery and improve customer experience
- Conduct root cause analysis for all level of severity complaints written and identify gaps in process, risk, people, system and service delivery
- Conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner to stakeholder engagement and sign-off
- Develop a set of actionable and targeted change management plans - e.g., communication plan, sponsor roadmap, coaching plan, training plan and resistance management plan in collaboration with designated specialists to support successful project implementation on site
- Implement rectifications agreed during monthly country and group VOC meetings which may involve reviewing existing procedures to identify service delivery gap
- Interface with system development team from country or group Tech and Ops team to implement 'Straight-Through' approach to optimise process and improve efficiency operationally which have a significant impact on frontline service quality
- A key player in ensuring that the re-engineering team collaborates and performs in an excellent manner within in a matrix structure
- Share best practices with other regional customer care teams
- Support Senior Manager, Re-engineering to drive, develop and prioritise initiatives for standardisation, cost efficiency and process improvements that will impact the service quality and customer experience in contact centres
- Support implementation of initiatives driven by Group Re-engineering throughout the work year
- Through results obtained from analysis of MIS on daily KPI for performance, event triggers and vital signs of mass errors or process breakdowns, provide expertise in identification of procedural gaps, recommend rectifications, manage implementation of solutions and follow-thru till 100% service recovery takes place
- Conduct analysis on call samples at regular intervals to identify and initiate improvements to eliminate non-value added and non- straight through / manual interventions in all of contact centre service delivery touch points, enhancing the overall service efficiency and quality
- Provide feedback to all levels of a MY CCC site from Site Head, Operations and Service Managers (performance management and coaching) and maintain productivity and communication channels on all re-engineering project initiatives
- Build, obtain buy-in, maintain ongoing communications and manage stakeholder expectations with all levels of SG CCC site
- Ensure regular reporting of Re-engineering progress to the key members of the Global Customer Care top team
- Analyzing issues and risks, as well as schedule and financial performance by scrutinizing the complaints reported by customers and implementing any remedial actions required
- Work with GT&O team to integrate straight-thru solution in systems with minimal interruption on contact centre efficiency
- Determine high-level project approach and timeline.
- Track and ensure project milestones are on time and within budget.
- Oversee the end-to-end project delivery, from the concept inception and business case (PAR) preparation (if applicable) through to implementation and post implementation reviews where necessary
- Understand, communicate and manage all intra-and Inter-projects dependencies
- Liaise with project stakeholders on an ongoing basis for project updates and resolution of road blocks
- Effectively communicate project expectations to regional customer care site teams/country customer care site and stakeholders in a timely and clear fashion
- Identify and manage common issues/risks across various projects within the programme and resolving issues escalated by the project managers
- Support in review of all the procedures that are applicable / introduced to SG CCC to ensure it is streamlined and efficient with a view to reduce AHT, hand-offs and drive up FCR & NPS without negative impact to customer experience
- Work with stakeholders to ensure that optimisation and digitisation are being considered for implementation for processes migrated into SG CCC site
- Ensure all process maps are drawn and documented with appropriate sign-off from stakeholders
- Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping ofend-to-end BAU process within Contact Centre
- Implement tollgate review and sign-off of all process-related documents
- Support the achievementof satisfactory audit ratings for contact centre environment
- Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping ofend-to-end BAU process within Contact Centre
- Support local contact centre Operations Risk team to ensure strict compliance with all regulations and controls as set by the Bank and external regulatory authorities by all staff members through mapping ofend-to-end BAU process within Contact Centre
- Display exemplary conduct and live by the Group's Values and Code of Conduct.
- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct, across Standard Chartered Bank. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.
- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.
- Lead the [country / business unit / function/[team] to achieve the outcomes set out in the Bank's Conduct Principles: [Fair Outcomes for Clients Effective Financial Markets Financial Crime Compliance The Right Environment.]
- Service Quality
- COE CCC Team
- Country Product Managers
- Country Governance
- Group Risk
- Group Project Management
- Country Risk
- Frontline Team Manager
- TRAINING, LICENSES, MEMBERSHIPS AND CERTIFICATIONS
- EDUCATION DEGREE
- CERTIFICATIONS ROLE REQUIRED CERTIFICATION
- LANGUAGES EN, BM, MN
- Microsoft Excel, PowerPoint and Word
- Stakeholder Management
- Data Analysis
- Time Management
- Project Management
-
Payments and Channel Strategy Specialist
2 days ago
OCBC Bank Malaysia**Payments And Channel Strategy Specialist** **-** **(**230001HM**)** · We are seeking a highly skilled and motivated Channel and Payment Management Specialist to join our team. As a Channel and Payment Management Specialist, you will be responsible for overseeing various aspects ...
-
Process Specialist
1 week ago
DHL Malaysia**About us**: · At DHL Supply Chain we take pride in our commitment to fostering a workplace that celebrates diversity and promotes inclusion for all. We believe that the diverse backgrounds, perspectives, and experiences of our employees are integral to our success. Our inclusiv ...
-
Onboarding Specialist
3 days ago
Dropee Malaysia**Job Summary** · The Onboarding Specialist will conduct training for government stakeholders and other relevant partners to successfully onboard and activate stakeholder prior to organizational goals. The incumbent will analyse market strategies based on stakeholder behavior, mo ...
-
Associate Digital Media Director
3 days ago
Mediatropy Digital Agency MalaysiaSeniority Level · Director · Employment Type · Full-time · Scope · - As the Associate Director of Digital Media, you will be responsible for overseeing the strategic planning, execution, and optimization of our digital media campaigns. You will lead a team of digital media specia ...
-
Regulatory Affairs Specialist
5 days ago
Monroe Consulting Group Malaysia**Regulatory Affairs Specialist**: · - **Sector**: Monroe Health · - **Contact**: Julia Gonsalvez · - **Client**: Monroe Consulting Group · - **Location**: Malaysia · - **Salary**: Negotiable · - **Expiry Date**: 03 November 2023 · - **Job Ref**: BBBH425992_ · Executive recruitm ...
-
Demand Generation Specialist
1 week ago
Oxydata Software Malaysia**About the job Demand Generation Specialist**: · **_Job Description _** · **_Oxydata Software Sdn Bhd is a multinational Malaysian company established in 2006. Our core competencies include IT Managed Services, Dev/Ops, Outsourcing, and Mobile apps. We provide end-to-end develop ...
-
Trade Services Manager
1 day ago
RHB Banking Group MalaysiaWorking Hour · - Regular Hours · - Monday - Friday- Business Area- Location- Description · **Primary Objective**: · Mentor and guide a team of Trade Services Specialists to achieve the following targets · - Drive Multi Trade Line utilization to maximize fee income. · - Ensuring e ...
-
Technical Sales Support Specialist
2 days ago
GENO Management MalaysiaPosition : Technical Sales Support Specialist · Salary : Up to RM 5,000 (Exclude Allowances) · Location : Desa Aman Puri, Kepong · Working Days / Time : 8.30am - 5.30pm / Mon - Fri · **Job Scope** · - This role requires to use the technical expertise to better connect with the cu ...
-
Integrator- Operations Shift
5 hours ago
First Solar MalaysiaFirst Solar reserves the right to offer you a role most applicable to your experience and skillset. _ · **Basic Job Functions**: · The specialist is responsible at a crew level for meeting crew Theory of Constraint (TOC) & Operations Command Center (CC) metrics (such as process y ...
-
Specialist, Procurement and Contracts
1 day ago
Petroplan MalaysiaKEY OBJECTIVES · To execute all contracts and procurement related activities to ensure continuous and uninterrupted operations while complying with COMPANY's Regulation, SSHE guidelines and PETRONAS' Procurement Standard. · PRINCIPAL ACCOUNTABILITIES · To execute requirements by ...
-
Field Specialist
3 days ago
DIMENSION BID (M) SDN BHD MalaysiaJob Requirements: - Minimum Diploma or any educational equivalent in the field of Engineering - Fluent in English - Good Communication skills - Excellent computer skills and working experience of Microsoft Office would be an added advantage. Experience Highlights: - 2-3 years' ex ...
-
Storekeeper - (Sp)
1 week ago
Rentokil MalaysiaRentokil Initial is an international business services company employing over 65,000 colleagues across 70 countries. · We strive to protect people and enhance lives, for example by controlling pests, improving hygiene and improving interior spaces with plants and scenting. · We a ...
-
Accountant, Project Accounting
2 days ago
Petroplan MalaysiaKEY OBJECTIVES · Maintain accurate accounting records of the Company and ensure timeliness in preparation and submission of PSC reporting to PETRONAS. · Safeguard assets of the Company by ensuring the cost recovery is properly and sufficiently accounted for in accordance with the ...
-
Sales Manager
5 days ago
Rentokil Initial MalaysiaWe are looking for a motivated, dynamic Sales Manager (SM) to join our sales team based out of our offices in various locations in Malacca office. Your responsibilities will be to lead a sales team and develop the team into successful performers, coach them by engaging with them ...
-
Front End Developer
2 days ago
NodeFlair Malaysia**Job Summary**: · **Salary** · RM5,375 - RM8,200 / Monthly EST · **Job Type** · **Seniority** · Junior · **Years of Experience** · Information not provided · **Tech Stacks** · WordPress Drupal Magento Analytics HTML JavaScript PHP CSS · **Description** · What is your mission? · ...
-
Manager, People Projects
1 day ago
Delivery Hero MalaysiaAbout the opportunity · We're in search of a self-driven People Projects & Transformation Specialist who can drive successful HR capital projects. This **1 year contract role** will be situated in either Malaysia or the Philippines and will integrate into our regional People Proj ...
-
First Solar Malaysia**Basic Job Functions**: · - Maintenance Control Specialist is responsible for installing, 24/7 troubleshooting (Emergency Repair) and maintaining equipment which is used to monitor and control engineering systems, machinery, and processes. · - This includes Preventive, Predictiv ...
-
Content Writer
4 days ago
Flex AI Malaysia Full time???? · ???? · ???? · ???? Flex is a free A.I. personal trainer in your pocket. We launched 2 years ago and are currently approaching 1 million users on iOS with growing revenue. · A.I. patent: · App: · Website: · This is a full-time remote role for a Content Specialist. The ...
-
Product Management
4 days ago
Shopee Malaysia Full timeJob Description: · Act as a specialist for the product in content-related products i.e Livestreaming & Video · Work closely with Product Operations & Designers to improve existing products via data analysis and user understanding · Maintain existing content related product featur ...
-
Proposition Analyst
4 days ago
Rural Community Insurance Agency Inc Malaysia Full timeJob Summary · Proposition Development practitioner sitting in any functional area (including the Proposition Management and Development Function). Subject matter expert in that specific area e.g. underwriting, pricing, claims, marketing communications, legal, etc, who regularly e ...
Process Improvement Specialist - Malaysia - Standard Chartered Bank Malaysia
Description
Role Responsibilities
RESPONSIBILITIES
Strategy. Re-engineering: Optimisation, Elimination and Digitisation
Business. Project Management
Processes. Process mitigation & Documentation and Control
Process mitigation
Documentation and Control
Risk Management
Governance
Regulatory & Business Conduct
Key stakeholders
QUALIFICATIONS
Our Ideal Candidate
About Standard Chartered
We're an international bank, nimble enough to act, big enough for impact. For more than 160 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents. And we can't wait to see the talents you can bring us.
Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion. Together we:
.Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
.Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
.Be better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term
In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.
.Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations
.Time-off including annual, parental/maternity (20 weeks), sabbatical (12 weeks maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum
.Flexible working options based around home and office locations, with flexible working patterns
.Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
.A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning
.Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.
Recruitment assessments - some of our roles use assessments to help us understand how suitable you are for the role you've applied to. If you are invited to take an assessment, this is great news. It means your application has progressed to an important stage of our recruitment process.