Deputy Head (Customer Experience Management)

CB BANK

Company vision and mission


VISION

Our aspiration is to become the best financial solution provider in Myanmar which:

• employees are proud working for

• customers want to build long-term relationships with

• leads in technology and innovation, and

• is built on solid foundation of risk management and corporate governance.


MISSION

Our mission is to become the best financial solution provider that helps our customers and partners make their dreams a reality.


What we do


CB Bank has been the front runner in the local banking arena for being the early adopter of technology and innovation backed by our extensive knowledge of local markets and technical expertise. To offer the best
banking solutions to the customers, CB Bank leverages on the most secure, reliable and state-of-the-art technology while recruiting the best and brightest talents from around the world.


CB Bank is one of the largest leading private banks in Myanmar with the largest banking network with branches, self-service machines and mobile banking agents. Even before Myanmar has been recognized as one of the fastest growing economies in the region, CB Bank has always anticipated the growth of the country as well as the underlying opportunities and challenges.


The Bank has grown from a small bank with 33 people in 1992 to a major bank in Myanmar with over 8,000 employees. CB Bank has reached over 200 branches, 700 ATMs, over 1000 mobile banking agents and 300,000 mobile banking subscribers.


Why you should join us

We are a leading private bank in Myanmar with over 8,500 staff members and driven by digital ambition. We believe in making investments in the future of our employees who will, in return, invest in our success.

Yangon   23 May 2019
Job Reference: MJ1486094455716

Responsibility

  • Overseeing daily operations of Customer Experience Department.
  • Overseeing staff training and development
  • Assisting Head of Customer Experience in strategizing the bank’s overall Customer Experience development
  • Assessing and analyzing the Bank’s channels, products and process for development and better friendliness and make achievable changes
  • Managing departmental income and expenditure control and budget projections
  • Conducting micro and macro environmental analytics and competitors’ customer experience analytics as well as customer feedback and satisfaction analytics and solutions
  • Drawing and implementing customer experience policies and framework from time to time
  • Development of Customer Experience Strategies that are aligned with overall organizational strategies
  • Handling the team’s welfare, development programs and grievances to increase productivity and efficiency
  • Representing the bank and department ambassadorship to internal and external parties
  • Development of Customer Experience related courses for the bank with practical approach
  • Development of course life cycle and training cycle as well as teaching and training methodology together with training reports analytics


Requirement

Skills Required:

  • Excellent Problem solving skills, analytical skills and attention to details
  • Commercial awareness and business acumen.
  • Customer service focused
  • Excellent communication skills to work with the internal colleagues and to build sold relationship with the clients
  • Flexibility and the ability to adapt to changes
  • Management and coaching skills
  • Detailed oriented thinking and problem-solving skills

Qualification Required:

  • Prior experience preferably overseas (8 years) in the service or marketing function of hospitality or banking industry
  • At least a bachelor’s degree (in marketing, Communication, Behavioral Psychology, Human Resource Management) from an accredited university is required
  • Strong computer skills especially Microsoft Office
  • Excellent verbal and written skills in English and Myanmar languages
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