Main Purpose of Job
- To develop operation/training planning, providing strategy planning for improvement, product good customer service and possess stability of manpower management.
- To provide guidance to the staffs in achieving customer satisfaction and provide professional customer support.
- To develop and arrange a systematic training program on annual basis, with a comprehensive learning material i.e. training modules, e-learning, questionnaire, etc.
- To assist Head of Department on any operation related matter.
- To ensure all staffs are adhere to operation procedures, processes, guidelines, and any regulatory requirement.
Principle responsibilities & duties
- To ensure staffs are adhere with company’s internal policies and guidelines as well as BNM and any regulatory requirements.
- To manage unit / section activities and supervise day-to-day operations i.e inbound calling performance, customer complaint handling and training progress.
- To assess staff calling and operation knowledge, provide coaching or training to all staffs under Credit Management Group and recommend staff skill development.
- To increase customer service standard, ensure resolution of customer complaint and training issue within stipulated timeframe.
- To evaluate the effectiveness of training conducted and propose the counter measure of training program.
- To coordinate with HR career fair interview arrangement to fit with CMG needs.
- To relief other Section Head on operation support related matter to ensure operation running smoothly, if required.
- To undertake any Management new direction and involve in project or any task list assigned by Management.
Job requirement
- Diploma or Degree holder or professional qualification in relevant disciplines.
- Minimum 8 years working experience in customer service, training and collection in general or any related field.
- Relevant exposures and knowledge of credit management or operations of banking / financial institutions is preferred.
- Good PC skills and proficient in MS Office applications.
- Good negotiation, communication and writing skills in both English and Bahasa Malaysia.
- Possess strong leadership abilities, proactive, analytical, listening, persuasion and problem-solving skills.
- Excellent planning and execution, time management and ability make decision in critical situation.
- Knowledge of collection, Malaysia Law, Bank Negara collection related guidelines and banking / financial institutions operation.
- Detail-oriented with excellent organization and multitasking skills.
- Knowledgeable in Project Management especially related to digitalization is an added advantage
Perks & Benefits
- Central location
- Casual dress code
- Medical insurance
- Personal leave
工作地点
Level 11, Sunway V2 Tower, No. 158, Jalan Peel, Sunway Velocity, 55100 Kuala Lumpur
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