RHB Banking Group

Description

Primary Objective:

Developing change management plans for projects and/or change initiatives
Lead and assist all squads within CCC on the work approach and best practices for all initiatives, projects and process improvements in relation to Change Management

Monitoring and supervising changes to business processes and systems, technology, job roles, and structures within CCC and play a crucial role in ensuring that staff members embrace the change

Key Responsibilities:

Identify, plan, propose and implement Change Management to ensure adaptability and sustainability of new/changes related to customer service & experience
Provide advisory and guidance to other stakeholders based on best Change Management Practices in the implementation of major changes / new processes/ operations and regulatory requirements
Creating communication and training plans to enable smooth implementation of the strategy
Tracking implementation progress and reporting back to management.
Coaching managers and supervisors to improve implementation communication and engagement with internal & external customers as part of Change Management.
Ensure that change projects are implemented on time and within budget

Requirements

Requirements:
Master's Degree - Degree or Master from established and recognized university..

5 years’ experience in customer experience

10 years in Banking or Service Industry

Solid change management skills & problem solving (eg. communication skills, organizational skills, influencing, understanding of behavioural needs, knowledgeable with organizational change efforts, etc)

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 squads and members

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

Benefits

Dental, Education support, Miscellaneous allowance, Medical, Loans, Sports (e.g. Gym), Parking, Vision, Regular hours, Mondays - Fridays, Casual Business Wear, Performance Based Rewards

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