Job Purpose Summary:

The incumbent will be responsible for the provision of centralized Helpdesk function to ensure timely resolution of user complaints/ issues pertaining to all service areas of the Group. The incumbent will communicate with retail domestic branches pertaining to complaints/issues and coordinating with the appropriate Department / personnel depending on the nature of the issue to facilitate prompt resolution of the same.

Essential Duties & Responsibilities by Dimensions:

1. Shareholder & Financial:

   -          Assist Head of Branch Help Desk in Key Performance Indicators (KPIs) for personnel working in the centralized Helpdesk functions for performance monitoring and quality measurements purposes and monitor their achievements on periodic basis.

   -          Assist Head of Retail Accounts & Credit Support in developing and implementing strategies and plans to achieve all volume, revenue, and profit targets.

2. Customer (Internal & External):

   -          Ensure that user issues are directed to the relevant personnel within service areas depending on the nature of the complaint/ issue to facilitate prompt resolution thereof.

   -          Enable the respective users/ departments to provide better and more efficient service to external customers upon timely resolution of their issues, especially where the issue/ complaint involves Retail Management decision.

3. Internal (Processes, Products, Regulatory):

   -          Assist Head of Retail Accounts & Credit Support Ensure the existence of adequate and robust processes and controls to enable prompt logging/ routing of the complaint/ issue to the concerned personnel (i.e. within the relevant service areas of the Group) and facilitate tracking of the issue till its final resolution.

   -          Monitor user feedback on services provided by the centralized Helpdesk function and endeavor to resolve issues arising from the same.

   -          Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures and to enhance branches performance.

   -          Maintain a list of long outstanding issues/problems that have not yet been resolved and provide them on a timely basis to the Head of Retail Accounts and Credit support

   -          Assist and train all branches with full details & information’s related to branches operations such as Cash difference & how to rectify and locate the difference

   -          Renewal of Facility (Mortgage & Commercial Loan)

   -          Increase Branches performance

   -          Handle Operations annual projects for data cleansing such as dormant accounts, overdrawn accounts, … etc

4. Learning & Knowledge:

Develop an understanding to resolve queries/problems pertaining to retail distribution and manned channels

Education/Experience Requirements:

-          Bachelor degree in Business Administration/Diploma, or a related field.

-          (Preferred) 2 years of work experience in a helpdesk environment, preferably in the banking industry with a good knowledge of banking operations.