Job Description

Description

• Assist Circle Lead on the planning and managing a team of staff in order to provide excellent customer service.
• Manage all the complaints and problems encountered by customers.
• Improve customer service quality results on the operations of Customer Application Support Units, administration and maintenance functions.

Key Responsibilities:

• To involve in maintaining, enhancing and developing as well as providing support to back offices System, particularly in settlement and GL interface processing

• To assists in supporting Derivative back office system.

• Responsible in any system development, testing and implementation to meet project timeline.

• Provide users support and services to various department and business unit on back office system related matters.

• Ensure proper system documentation on system specification for new system, system modification and enhancement.
• Adapt system development lifecycle (SDLC) and ITIL framework in any project and assignment given in line with department objective.
• Responsible to provide support and troubleshooting of production issues as per service level agreement (SLA).
• Document test script and test result of SIT, user guide, development manual and RCOM documentation for reference.

Application PTL & CR Coordination

• Assist business users on problem ticket log & CR.
• Monitor the problem ticket log to ensure it is resolved within SLA
• Assist on testing for all submitted IT PTL.

Customer Service Management

• Support front end, back end application and Workflow System.
• Provides service management like incident reporting, liaising with vendor and internal development team on defect rectification, SLA/SOP monitoring and manage user\xe2\x80\x99s expectation on production issues and change requests.
• Participates in UAT and Deployment including Operational Readiness Test coordination of all new initiatives and production defects rectification.
• Management of customer service in line with quality standard set.
• Implementing production, productivity, quality, and customer-service standards.
• Helping to build good customer relations
• Handling complaints and queries from user and staff with the sense of urgency
• Provide help and advice to the user using the system.
• Monitoring the administration and maintenance function.
• Performance monitoring for application system.

Communication

• Collaborate with other departments to address customer issues and improve 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 online survey to keep track on the customer satisfactory.
• To support compliance/audit review and request

Supervision/Guidance

• Have frequent one-on-one sessions with team members to provide guidance and performance on state-on-the-job challenges to ensure staff are able to provide the best customer service.
• Manage the team members to ensure there are staff to cover the customer service operation and support business ie. duty roster, leave plan, handover (mandatory leave) and etc
• Provides technical advice, guidance, training and work out solution with the team to support the business

DRP/BCP/BIA

• Participate and support on BCP/DRP test (e.g. carrying out test, review UAMR in DR environment, etc.)
• To ensure BIA exercise is carried out in regular basis

UAMR

• To ensure the UAMR are carry on base on the System Owner & Application Administrator - Roles & Responsibilities guideline
• To review on the user access matrix in order to achieve a better audit report.
• To obtain the approval signature from system owner application admin appointment letter.

Process Improvement

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

Reporting

• Assist to prepare and follow up on the weekly report to ensure the incident are monitored and on track within the SLA.
• Assist to prepare monthly CusCare MANCO summary report
• Assist Prepare and present reports & dashboard on customer service performance and trends as per request.
• Prepare FAQ document for end users

Renewal & Budget Management

• Assist to manage the customer service budget effectively to meet renewal SLA, ensuring resources are allocated efficiently.
• Assist on i-Procurement system for service/support/maintenance renewal (e.g. SMS credit top up)

Training and Development

• Assist on conduct training sessions for the customer service team on product knowledge, communication skills, and problem-solving techniques.
• To engage with academy or external training center for upskill/reskill (e.g. communication skills, and problem-solving techniques.)
• Stay informed about industry best practices and incorporate them into the team\'s processes.
• Prepare FAQ document for end users

RequirementsFormal Education:
Degree or equivalent qualificationProfessional Accreditation:
Degree in Computer Science/ Information Technology/ Information Systems Engineering or equivalent qualification.Preferred level of Experience (by years/function/industry):
Minimum at least 4 years of experience in the Insurance industry.Other skills required:

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

The candidate should be capable of working at a location on Jalan Tun Razak, Kuala Lumpur and be willing to undertake light travel within Malaysia.BenefitsDental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

RHB Bank