Quality & Service Officer

Description

Job Qualifications

1. Quality
   • Develop and instill a comprehensive quality strategy for the Operations and Technology division.
   • Monitor and evaluate the effectiveness of quality frameworks implemented within the division.
   • Organize and facilitate workshops to drive the division's quality strategies.
   • Create quality and service-related training materials and provide training to promote a quality and service mindset across the division.
   • Coach projects under the Group Operational Excellence Change Programs, utilizing Agile, Six Sigma, and design thinking methodologies.
   • Cultivate a culture of quality and service excellence within the division.
   • Drive process improvements and recognize process improvement teams (PITX).
2. Service Management
   • Establish and manage service level agreements (SLAs) with business units, ensuring adherence to the service management framework.
   • Renew yearly SLAs between OCBC and OABB, as well as O&T E2Power Sdn Bhd.
   • Act as the division representative for complaint management meetings.
   • Identify service gaps through root cause analysis of incidents and complaints, and drive improvement initiatives.
   • Conduct trend analysis and benchmarking against industry standards.
   • Prepare monthly reports on service level indicators for the group.
   • Monitor compliments received by the Operations and Technology staff.
3. Rewards & Recognition
   • Approve monthly LIFRR awards (OCBC values) submitted by O&T departments based on the LIFRR criteria.
   • Act as the division representative for yearly EXSA (SG national awards) submissions based on the EXSA criteria.
   • Review and submit nomination for half-yearly GEMS awards (service awards) and yearly Chairman's GEMS awards (prestige service awards).
   • Foster sharing, professional development, and continuous improvement within the team.

Minimum Qualifications

• Graduate in banking, finance, or related fields.
• Holder of Lean Six Sigma certification or equivalent (preferable).
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with internal and external stakeholders.
• Excellent analytical and problem-solving abilities, with a keen attention to detail.
• Strong organizational skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Possess a strong service mindset.
• Proactive and passionate about driving process improvement and efficiency gains.

Primary Location

Malaysia-Kuala Lumpur-Kuala Lumpur

Job

Operations

Organization

MAL E2P - Service Management - MY (DH)

Schedule

Permanent, Full-time

Job Posting

13-Mar-2025, 2:53:49 PM