Job Description

Main purpose of the 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.

 Job Description:

• 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 Requirements

 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.

Skills