Please give us some details about the role you want to fill and let us know why you think our client might be the perfect candidate for you.
What happens next?
Our Job Search Specialist Mark Beltran will facilitate the next steps:
Mark will let our client know that you have shown an interest in their professional skills.
You will receive a full job application from our client and might want to offer them a formal job interview if you see the right potential in this candidate.
If you decide that you would like to offer the role to our client, we will help to make the next steps as smooth as possible.
You will be supported by our Licensed Immigration Advisers, who will take care of all visa related aspects of the process of offering our client a job.
Offering a job to our client will be straight forward.
Customer-focused professional skilled in driving improvement initiatives and demonstrating leadership and strategic thinking. Experienced in managing CX projects, designing end-to-end customer journeys, measuring and tracking KPIs, implementing automation solutions, tactical planning, and analysing trends. Effective communication and relationship-building skills to work with, lead, and coach cross-functional teams, Ability to navigate complex challenges and deliver results.
Regional Manager (AVP, CX Projects and User Journey)
Overview: Lead CX and Digital initiatives for projects concerning website, online banking, chatbot, mobile banking, ATM, CDM, Help & support section, and calls reduction project.
Key Accomplishments
Initiated and managed CX analytics, designed online surveys, and analysed responses
▪ Identified process gaps and provided insights to management, influencing changes in processes and policies
▪ Evaluated NPS and CSAT feedback for digital channels to reduce detractors and shift passives to promoters, ultimately enhancing overall customer experience
Supervised Workforce management across three sites
▪ Analysed and reported call trends, staff KPIs, and key volume drivers
▪ Optimised workforce utilisation, reduced call volumes, and increased CSAT scores
▪ Achieved improvements in call centre efficiency and customer satisfaction
Led CX and digital initiatives for various projects, such as website enhancement, online banking, chatbot implementation, and mobile banking improvements
▪ Utilised an Agile approach, liaised with digital squads, and ensured timely delivery of journeys
▪ Successfully brought products and services to the forefront of their CX initiatives and was successful in migrating 50% of walk-in traffic away from branches to alternate channels
▪ Consistently evaluated NPS and CSAT feedback for digital channels
▪ Analysed customer feedback, identified pain points and proposed improvements to enhance customer experience
▪ Drove continuous improvement initiatives and delivered positive customer experience outcomes
Identified process gaps and managed performance to enhance customer service
▪ Recommended and implemented process improvements, reducing department escalations and calls to the contact centre
▪ Achieved improved customer experience and reduced operational inefficiencies
Collaborated with cross-functional teams, including digital squads, stakeholders, and senior management
▪ Effectively communicated project updates, presented findings and recommendations and facilitated discussions to drive alignment and decision-making
▪ Conducted training sessions for call centre agents to enhance their communication skills, resulting in improved customer interactions and satisfaction
Assistant Manager – Analytics and MI
▪ Led the performance management and MI team and monitored and analysed the financial performance of HSBC and its various lines of businesses
Agency Manager - Card Collections
▪ Handled multiple collection agencies with confidentiality, professionalism and attention to detail
Analyst - Work Force Management
▪ One point contact for inbound processes for clients in America and analysed and reported functional or technical irregularities to clients
Master’s in Business Administration (Finance)
Bachelor of Commerce
SAS Content Developer
Mapping Customer Journeys by Forrester
