Manager - Customer Support & Training (Credit Management Group)
Full-time
Manager
Kuala Lumpur, Federal Territory of...
1 day ago
Main Purpose of JobTo develop operation/training planning, providing strategy planning for improvement, product good customer service and possess stability of manpower management. To provide guidance to the staffs in achievin...
Main Purpose of Job
- To develop operation/training planning, providing strategy planning for improvement, product good customer service and possess stability of manpower management.
- To provide guidance to the staffs in achieving customer satisfaction and provide professional customer support.
- To develop and arrange a systematic training program on annual basis, with a comprehensive learning material i.e. training modules, e-learning, questionnaire, etc.
- To assist Head of Department on any operation related matter.
- To ensure all staffs are adhere to operation procedures, processes, guidelines, and any regulatory requirement.
Principle responsibilities & duties
- To ensure staffs are adhere with company’s internal policies and guidelines as well as BNM and any regulatory requirements.
- To manage unit / section activities and supervise day-to-day operations i.e inbound calling performance, customer complaint handling and training progress.
- To assess staff calling and operation knowledge, provide coaching or training to all staffs under Credit Management Group and recommend staff skill development.
- To increase customer service standard, ensure resolution of customer complaint and training issue within stipulated timeframe.
- To evaluate the effectiveness of training conducted and propose the counter measure of training program.
- To coordinate with HR career fair interview arrangement to fit with CMG needs.
- To relief other Section Head on operation support related matter to ensure operation running smoothly, if required.
- To undertake any Management new direction and involve in project or any task list assigned by Management.
Job requirement
- Diploma or Degree holder or professional qualification in relevant disciplines.
- Minimum 8 years working experience in customer service, training and collection in general or any related field.
- Relevant exposures and knowledge of credit management or operations of banking / financial institutions is preferred.
- Good PC skills and proficient in MS Office applications.
- Good negotiation, communication and writing skills in both English and Bahasa Malaysia.
- Possess strong leadership abilities, proactive, analytical, listening, persuasion and problem-solving skills.
- Excellent planning and execution, time management and ability make decision in critical situation.
- Knowledge of collection, Malaysia Law, Bank Negara collection related guidelines and banking / financial institutions operation.
- Detail-oriented with excellent organization and multitasking skills.
- Knowledgeable in Project Management especially related to digitalization is an added advantage
Perks & Benefits
- Central location
- Casual dress code
- Medical insurance
- Personal leave
Overview
AEON Credit Service is a leading consumer financing provider with business operations in Japan, Malaysia, Hong Kong, Thailand, Taiwan and China. The Company has established a strong presence in Malaysia since 1996 to provide easy payment schemes for purchase of consumer goods and a personal financing scheme based on Syariah principles.
Our business philosophy is based on "Customer Satisfaction" and we strive to make a positive contribution to our customer's lifestyles. AEON Credit has more than 10 branches in East and West Malaysia. In line with our rapid business expansion, we are extending our service network to new locations to better serve our customers.
Why Join AEON Credit?
At AEON Credit, we believe in "Customers First". To commit to this, we focus on enhancing our customer's convenience and continually provide them with value-added financial services to help them meet their lifestyle needs.
AEON Credit is an exciting and dynamic place to work. As a fast-growing consumer financing company, we are always looking to recruit exceptional individuals who strive for excellence. We seek visionary individuals that take initiative and are innovative, results-oriented and independent.
Join us in our mission to benefit our customers by providing them with the very best set of consumer financial services to better serve our customers' needs and to continue our contribution to the community.