Job Description

Description

Primary Objective:

• Serving trustees retail customers by developing and providing best in class products and services
• Management of agents and business partners to ensure high quality standards and enhanced customer experience
• Optimise existing end-to-end customer journeys and improve the customer experience. Ensure consistency in journey design when multiple squads impact the same customer journey

Key Responsibilities:

• Optimize existing end to end customer journeys and improve the customer experience
• Tracking of agents sales performance for agent\'s KPI monitoring and onward communication with agents
• Management of agents including product knowledge, form filling, checking of form submission, trust structuring and promotion of RHBT products and services
• Joint fieldwork with agents to assist in closing the deal which include consultation with potential client especially if it is a high profile case or in the event the agent has yet to familiarize RHBT products and services
• Management of business partners, ie . insurance/takaful operator, Financial Advisory company, Banks. Supporting them on training, joint fieldwork and roadshows
• Provide coaching and advice to squad members
• Management of hiring of quality agents and business partners
• Monitoring of sales performance and KPIs of agents
• Providing good support and assistance to business partners
• Liaising with internal and external stakeholders to perform business effectively
• Follow up with direct clients by providing necessary services i.e. consultation, proposal, form filling etc.
• Participate in roadshows organized with internal stakeholders or collaborative partners
• Monitoring of campaign activities to increase the sales of products and services
• Development or enhancement of new products and services to further complete product offerings
• Provide training on products to new and existing agents, including preparation of training materials
• Support Squad Lead to ensure alignment to journey vision and key goals
• Together with Squad Lead, plan for operationalization and scaling up developed solutions
• Bring product related and frontline process and customer related knowledge to the team
• Ensure delivery of journey against budget
• Test prototypes with customers
• Responsible for collating data, interviews customers, and conducting research to support design and enhancements to journey

Requirements

Requirements:

• Presentation & communication skills
• Stakeholder management & engagement
• Planning skills
• Design thinking
• Able to empower teams & make decisions effectively
• Ability to delegate work effectively
• Well informed on the developments in the relevant domain
• Understanding of key bank processes
• Good problem solving and analytical skills
• Innovative and creative thinking
• Ability to communicate with various levels across the organization (i.e., senior leadership, etc.,)
• Ability to collaborate with squad members & Squad Leads

Benefits

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

RHB Bank