Manager
Koperasi Tentera
Total years of experience :19 years, 2 Months
Responsible in Projects,
i. Call center setup project for
Koperasi Tentera in order to handle members of Koperasi's inquiries.
ii. Internet Banking - for Call Center /Complaint Management Koperasi Tentera
iii. Voice Over - became the Voice of Koperasi Tentera in the designing the Interactive Voice response (IVR).
Handled project of Call Center setup:-
i. Involved in planning, design, budget - Infrastructure
ii. Design and setup new system
iii. In charged in recruitment to hire new recruits in the Call Center
iv. Setup new processes and procedures for Quality assurance
v. To handle both Inbound and Outbound/Sales Call Center
vi. Handling and Managing Vendors on both Call Center and Internet Banking
Koperasi Tentera's new Call center completed successfully and has gone live on 1st August 2017. Managing CustomerCare Team of 30 subordinates.
- Comply with all of Maybank group’s and MGCC’s standard operating procedures, e.g. SPIs, process manuals, rules and regulations and management directives.
- Contribute to the Customer Care function by offering input on process, procedure and other operational issues.
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Handle and track complaints for the whole Maybank Contact Centre
- Prepare monthly report on complains for MGCC to management and all business units
- To handle complaint matter with Maybank Complain department team
- To track and ensure SLA is met on target and complain is resolved
Responsible for handling Operational Risk management for MGCC
- Conduct Risk and Control Self Assessment (RCSA), KRI Key Risk Indicators, exercise on a quarterly basis and to ensure all action plans are identified & effectively executed for the respective Business Units
- Validation on the accuracy and completeness of the operational risk incidents captured in the IMDC to ensure all incidents captured under “potential loss” there are subsequent status updates.
Handle Surveys (ECES, ICES)
- Provides database to business owners for MGCC on any surveys related .