Assistant Manager Cx Strategic Initiatives & Transformation

****Create your future with Affin! ​​You too can make a difference.**** ======================================================================= Join us at AFFIN, where the open minds meet and be inspired by a shared commitment to great work. Here, you don’t just stay at the forefront of the industry – you can make a difference too. **Key Responsibilities:** **Project Management** * Key liaison for CX transformation matters, tracking and monitoring project progress, consolidating updates from respective units. * Lead the implementation of CX transformation strategies, focusing on elevating the Bank's overall customer experience in the Bank. * Assist in developing project plans, including timelines, milestones, and deliverables, identifying potential roadblocks and proactively implement solutions to ensure projects/initiatives are completed on time, within its scope and achieving the expected benefits. **Strategic Planning** * Assist in the development of CX strategies and frameworks aligned with organizational goals and transformation of customer experience. * Conduct market and competitor research, industry benchmarking, data analysis to obtain insights, to identify best practices and propose innovative CX strategies. * Collaborate with Unit Heads to develop the annual business plans and other strategic initiatives. **Customer-Centric Culture** * Advocate and inculcate customer-centric culture through effective CX initiatives. * Develop and implement customer-centric change management initiatives to foster a customer-centric and service culture across the Bank. **Communication & Reporting** * Develop customer communication strategies for key projects/initiatives, including content creation, channel proposals, and mockups. * Review marketing and non-marketing communications to ensure alignment with CX guidelines. * Oversee the creation and delivery of high-quality content for the CX newsletter, annual reports, and other key communication materials. * Ensured all content aligned with the Bank’s CX transformation goals, maintaining consistency in messaging and tone across all platforms. * Prepare and consolidate updates from respective units for department updates to the Division Head. **Cross-Collaboration & Stakeholder Management** * Cultivate and maintain strong, collaborative relationships with internal stakeholders, including senior leadership, department heads, and cross-functional team members. * Serve as a trusted advisor to stakeholders, offering expert guidance and support on customer experience (CX) strategies, initiatives, and best practices. * Actively solicit stakeholder feedback and incorporate it into project planning and execution to ensure alignment with the Bank's objectives and priorities. * Key liaison between teams to ensure alignment on goals, priorities, and project deliverables, fostering a synergised approach to CX transformation. **Budget & Vendor Management** * Assist with budget planning, monitoring and tracking of departmental budget, expenses and reporting. * Key liaison with procurement in sourcing for the department. * Manage vendor renewals and submissions of requests for collaterals. **Reporting & Administration** * Develop and implement robust tracking mechanisms and reporting frameworks to monitor progress against key performance indicators (KPIs) and CX transformation goals. * Prepare and deliver regular status reports, dashboards, and presentations for CX leadership and other stakeholders, ensuring timely and accurate communication of project progress and outcomes. * Compile comprehensive post-meeting reports, discussion notes, and action items to ensure clear follow-up and accountability. * Prepare detailed management reports and updates on overall customer experience initiatives and projects, highlighting key achievements, challenges, and next steps. * Support as Secretariat and provide end-to-end support in pre- and post-meeting coordination, including the compilation of approval papers, reports, and preparation of meeting minutes within the stipulated timeframe to ensure efficient and seamless meeting arrangements.