Job Description

DescriptionPrimary Objective:

• Support the Circle Lead in planning and assisting the team in order to provide excellent customer service.

Improved customer service quality results in the operations of customer application support, administration, and maintenance functions.
Key Responsibilities:Application PTL & CR Coordination

• Assist business users with problem ticket logs and CR
• Monitor the problem ticket log to ensure it is resolved within SLA/SOP.
• Assist with testing for all submitted IT PTLs.
• Performance monitoring for Diamond.

Customer Service Management

• Support e-document workflow systems and front-end and back-end applications.
• Provides service management like incident reporting, liaising with vendors and internal development teams on defect rectification, SLA/SOP monitoring, and managing users\xe2\x80\x99s expectations on production issues and change requests.
• Participates in UAT and deployment, including operational readiness test coordination of all new initiatives and production defect rectification.
• Management of customer service in line with quality standards.
• Implementing production, productivity, quality, and customer-service standards.
• Helping to build good customer relations
• Handling complaints and queries from users and staff with a sense of urgency
• Provide help and advice to the user using the system.
• Monitoring the administration and maintenance functions.
• Performance monitoring for the application systems

Communication

• Collaborate with other departments and stakeholders to address customer issues and improve the overall customer experience.
• Communicate effectively with customers and team members through various channels, including email, chat, and phone.
• Communication on the system maintenance downtime via application, email, and chat group.
• Prepare an online survey to keep track of customer satisfaction.
• To support compliance/audit review and request

DRP/BCP/BIA

• Participate and support the BCP/DRP test (e.g., carrying out the test, reviewing UAMR in the DR environment, etc.).
• to ensure the BIA exercise is carried out on a regular basis.
• Prepare test data for BCP/DRP.
• performing BCP/DRP tests as per plan
• Review BCP/DRP testing done
• Review user access management.

UAMR

• To ensure the UAMR is carried out based on the System Owner and Application Administrator: Roles and Responsibilities guideline
• To review the user access matrix in order to achieve a better audit report.
• To ensure the approval signature from the system owner for the application admin appointment letter.

ID Admin Management

• Ensure all access requests are delivered within the SLA.
• To review each access prior to being assigned to ensure no excessive roles or rights are assigned to any user.
• To ensure all resigned staff IDs are deleted in a timely manner.

Process Improvement

• Collect feedback from stakeholders and other managers to discuss possible improvements to the system.
• Review, evaluate, and streamline customer service processes for efficiency.
• Identify opportunities for automation and implement technology solutions to improve service delivery.

Reporting

• Prepare and follow up on the weekly report to ensure the incidents are monitored and on track within the SLA.
• Prepare an FAQ document for end users.

Renewal & Budget Operation

• Assist on the i-Procurement system for service, support, or maintenance renewal (e.g., SMS credit top-up, maintenance renewal).

Training and Development

• Knowledge sharing with the team or user on product or service knowledge, communication skills, and problem-solving techniques.
• Stay informed about industry best practices and incorporate them into the team\'s processes.
• Prepare a FAQ document and a training session for end users and team members.
• To engage with an academy or external training center for upskilling or reskilling

RequirementsRequirements:
Bachelor Degree - Degree or equivalent qualification.- Degree in Computer Science/ Information Technology/ Information Systems Engineering or equivalent qualification.Minimum at least 2 years of experience in the Insurance industry.

• Management of customer service in line with quality standard set.
• Handling complaints and queries (from user and staff).
• Good written and verbal communication skills.

Experience with Jira would beBenefitsDental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

RHB Bank