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Omni-Channel CX Manager

Head Office, Phnom Penh
Application deadline
January 31, 2022

DUTY & RESPONSIBILITY

  • Identify ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch-points, for all kinds of customer interactions, transactions and engagements
  • Pilot and own new initiatives that transform our support operations and improve the level of service we provide; iterating existing support functions and launching new ones that incorporate effort of cross-functional teams
  • Own outputs of regular business reviews in order to follow-up and push different stakeholders (private banking, corporate banking, customer service center teams, etc.) to deflect incidents and/or improve performance
  • Perform deep dives helping teams to identify pain points and draw out actionable insights
  • Maintain regular communication with internal stakeholders such as customer service executives and other customer-facing teams to identify gaps and opportunities, if any in the brand experience
  • Advise teams in other departments on operational best practices and set-ups
  • Support team members and other departments operationally on project basis when needed
  • Have an obsession for customer-centricity, while solving complex operational issues
  • Raise red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company
  • Ensure the CX strategies are aligned to the larger marketing and business goals and outcomes


QUALIFICATION

  • BA/BS required, MBA in business, analytics, operations management or any science-related fields is a plus
  • Demonstrated experience in using data to get to outcomes
  • Exceptional writing and verbal communication skills
  • Ability to work in a cross-functional environment and to lead complex operational initiatives
  • Prior professional experience with optimization, processes and program/project management is required
  • Experience working in high-volume or extremely fast-paced environment is preferred
  • Strong stakeholder management skills
  • Knowledgeable in BPM (Business Process Management)
  • Proficiency in Microsoft Office and familiarity with project management tools & process flow visualization tools
  • Experience in digital banking product management
  • Excellent interpersonal skills and ability to communicate effectively with collaborating team members at all levels and third parties
  • Strong passion to make an impact, being a proactive self-starter with ability to demonstrate a strong sense of urgency and responsiveness
  • Confident with strong decision-making skills


How to apply

Interested and qualified applicants should submit your updated Cover Letter and CV stating the position applied for with your current photo (4x6) through hr@canadiabank.com.kh

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