Unit Head, Service Quality at AFFIN Group

Kuala Lumpur, Kuala Lumpur, Malaysia -

Full Time

Start Date

Immediate

Expiry Date

20 Jan, 26

Salary

0.0

Posted On

22 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Team Management, Customer Experience Alignment, Service Quality Monitoring, Coaching, Customer Feedback Analysis, Recognition Programs, Reporting, Continuous Improvement, Change Management

Industry

Banking

Description

Create the future with Affin! You too can make a difference. We continuously innovate to transform our financial services landscape - making banking better and easier. Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. You too can make a difference. Key Responsibilities: 1. Team Management Lead, motivate, and guide the Service Quality team to achieve unit's KPIs and uphold high-quality standards. Conduct regular team meetings to discuss performance results, areas of improvement, and key initiatives. Foster a culture of collaboration, accountability, and continuous learning within the team. 2. Customer Experience Alignment Ensure service delivery aligns with the Bank’s Customer Experience (CX) vision and strategic goals. Champion the C.A.R.E.S. values in all customer interactions and service protocols. 3. Service Quality Monitoring & Assessment Conduct branch visits, oversee periodic audits and mystery shopping activities to monitor service delivery and evaluate service standards across branches, contact centres, and digital touchpoints. Ensure objective, consistent scoring of frontliner interactions and timely communication of findings. Identify performance trends and systemic gaps impacting customer experience. 4. Coaching & Development Provide constructive feedback and one-on-one coaching to frontliners based on quality evaluation outcomes. Partner with Learning & Development to design and deliver training sessions focusing on service excellence, communication, and complaint handling. Drive a structured Service Coaching Program to embed consistent service behaviour across all channels. 5. Customer Feedback & Voice-of-Customer (VoC) Integration Cross-collaboration with internal teams to analyse feedback from various channels (surveys, complaints, social media, etc.) to identify service pain points. Translate customer insights into actionable improvement initiatives and recommend service recovery plans. Track and monitor post-implementation impact on customer satisfaction metrics. 6. Recognition & Engagement Design and manage rewards and recognition programs to celebrate outstanding service performance. Promote internal storytelling and best practice sharing to strengthen the bank-wide culture of customer centricity. 7. Reporting & Analytics Prepare periodic reports on service quality performance, customer satisfaction, and compliance with C.A.R.E.S. standards. Present insights and recommendations to senior management to support decision-making and resource prioritisation. 8. Continuous Improvement Champion service innovation projects aimed at enhancing customer journeys across channels. Partner with process owners to streamline branch operations, reduce service friction, and promote digital adoption. 9. Change Management & Readiness Promote change management across channels to introduce new ways of working. Support internal readiness to ensure teams are equipped to meet evolving customer needs. People are the heart of AFFIN BANK. We have a positive and supportive environment where we celebrate people’s personal growth and encourage them to be the best versions of themselves, both in the workplace and in their community. Join AFFIN as we evolve to become a financial institution of the future, embracing innovation and technology to deliver unrivaled customer service. We're looking for colleagues who share our values and are ready to live them every day. Explore the exciting opportunities and make a real impact on the future of finance. Come be a part of our journey today! "Always About You" At AFFIN, we strive to always connect and engage with our customers, to understand their changing needs and aspirations better. It represents our passion and commitment to the community we operate in, enabling us to quickly respond to changes and provide a personalised experience. At AFFIN, our people are aligned to our values of customer centricity, creativity and value creation. Our tagline “Always about you”, was crafted to drive loyalty and build our reputation as a creative and innovative financial organisation. Our people are at the heart of what we do and remain the focus of our customer centric culture. It’s about the initiatives we take in understanding and prioritising our stakeholders; our customers, employees and shareholders. As we venture through this metamorphosis journey, we are aware of their ever-changing needs and are embracing the new ways of this digital dimension. We put our hearts and minds into everything we do, to ensure that everyone we touch, receives unrivalled customer service.

Responsibilities

The Unit Head, Service Quality is responsible for leading the Service Quality team to achieve KPIs and ensure high-quality standards. This role involves monitoring service delivery, coaching frontliners, and implementing customer feedback initiatives to enhance the overall customer experience.