Job Description

Primary Objective:

• Serves as custodian in re-energizing RHB Way service culture & be proactive to service across RHB Service Chain. Define RHB Way service standards to be adopted across RHB Group.
• Design and deliver employee training & engagement programmes to educate employees on CX best practices and the importance of customer centricity
• Develop and implement internal communication strategies to promote CX success stories, best practices and upcoming initiatives
• Champion cross-departmental collaboration across the service chain to ensure unified approach to customer experience.

Key Responsibilities:

1. Lead & driving in re-energizing RHB Way Service Culture & Be Proactive to Service across all networks. Define CX principles and standards to be adopted across the organization.
2. Co-create with relevant stakeholders on the identified Service Culture action items. Facilitate workshops and meetings to align different departments on CX goals and initiatives
3. Plan, develop and implement initiatives to ensure adaptability and sustainability of new/changes related in leading & differentiated service.
4. Drive, manage and strengthen RHB Way Service Culture initiatives group-wide in delivering the leading & next generation customer experience.
5. Close monitoring and ensure all adoption rates of service initiatives are driven.
6. Develop and implement communication strategies to enhance collaboration across teams and departments across RHB Service Chain.
7. Ensure consistent and timely dissemination of import notices, updates and changes.
8. Develop/create content such as newsletters, internal social media posts, email campaigns to reinforce CX culture
9. Review correspondences, scripts, mailers and other communications to internal and external customers using RHB Way Tone of Voice and necessary content.
10. Develop engagement initiatives, such as workshops and seminars to keep employees motivated and aligned with CX goals.

Job Requirements

Requirements:

• 8 - 10 years relevant experience with focus on culture building initiatives
• 10 years in developing and leading training programmes focused on customer service excellence.

Specific:

• Solid change management skills & practices to successfully embed customer centric behaviors across the organization
• Ability to influence senior leadership and employees at all levels to adopt a customer first mindset
• Experience in designing and delivering training programmes for employees at all levels.
• Lead workshops, brainstorming sessions and team activities focused on improving customer interactions
• Strong interpersonal skills and ability to work cross-functionally and build relationship with internal and external stakeholders
• Understand CX journeys and change management methodology.
• Design-thinking skills to develop a structured framework for understanding customers and creative problem-solving to be used by tribe / squads / teams
• Proficiency in design and video editing software, eg Adobe illustrator or any graphic or video creator related skills
• Strong Multilingual capabilities in written and verbal communication skills
• Design visual elements to deliver information to an audience.
• Able to manage ambiguity and thrive in dynamic environments

General:

• Strong interpersonal skills and ability to work with internal and external people.
• Solid change management skills & problem solving
• Good planning, organizing and co-ordination skills.
• Basic computer literacy (MS Word, PowerPoint, Excel Internet, Outlook) is a must.