Senior Team Member, Customer Application Support

at  RHB Banking Group

Working Hour
Regular Hours
Monday - Friday
Business Area
Digital Technology
Location
Malaysia - Kuala Lumpur

Description

• Assist Circle Lead on the planning and managing a team of staff in order to provide excellent customer service.
• Manage all the complaints and problems encountered by customers.
• Improve customer service quality results on the operations of Customer Application Support Units, administration and maintenance functions.

• To involve in maintaining, enhancing and developing as well as providing support to back offices System, particularly in settlement and GL interface processing
• To assists in supporting Derivative back office system.
• Responsible in any system development, testing and implementation to meet project timeline.
• Provide users support and services to various department and business unit on back office system related matters.
• Ensure proper system documentation on system specification for new system, system modification and enhancement.
• Adapt system development lifecycle (SDLC) and ITIL framework in any project and assignment given in line with department objective.
• Responsible to provide support and troubleshooting of production issues as per service level agreement (SLA).
• Document test script and test result of SIT, user guide, development manual and RCOM documentation for reference.

Application PTL & CR Coordination

• Assist business users on problem ticket log & CR.
• Monitor the problem ticket log to ensure it is resolved within SLA
• Assist on testing for all submitted IT PTL.

Customer Service Management

• Support front end, back end application and Workflow System.
• Provides service management like incident reporting, liaising with vendor and internal development team on defect rectification, SLA/SOP monitoring and manage user’s expectation on production issues and change requests.
• Participates in UAT and Deployment including Operational Readiness Test coordination of all new initiatives and production defects rectification.
• Management of customer service in line with quality standard set.
• Implementing production, productivity, quality, and customer-service standards.
• Helping to build good customer relations
• Handling complaints and queries from user and staff with the sense of urgency
• Provide help and advice to the user using the system.
• Monitoring the administration and maintenance function.
• Performance monitoring for application system.

Communication

• Collaborate with other departments to address customer issues and improve overall customer experience.
• Communicate effectively with customers and team members through various channels, including email, chat, and phone.
• Communication on the system maintenance downtime via application, email and chat group.
• Prepare online survey to keep track on the customer satisfactory.
• To support compliance/audit review and request

Supervision/Guidance

• Have frequent one-on-one sessions with team members to provide guidance and performance on state-on-the-job challenges to ensure staff are able to provide the best customer service.
• Manage the team members to ensure there are staff to cover the customer service operation and support business ie. duty roster, leave plan, handover (mandatory leave) and etc
• Provides technical advice, guidance, training and work out solution with the team to support the business