Business Architect Manager - Customer Experience

GX Bank Berhad - the Grab-led Digital Bank - is the the FIRST digital bank in Malaysia, approved by BNM to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.

We are driven by our shared purpose and passion to bring positive transformation to the banking industry, starting with solutions that address the financial struggles of Malaysians and businesses.

The Business Architect for Customer Support (CS) team will be responsible for designing and implementing business processes for the Customer Support team to enhance the overall customer experience. This role will work closely with cross-functional teams to identify customer needs, develop innovative solutions, and drive continuous improvement in our Customer Support operations with the right system solutions.

Key Responsibilities

Process Design and Improvement:

• Analyze existing Customer Support processes and identify areas for improvement.
• Design and document streamlined processes that enhance customer satisfaction and operational efficiency.
• Collaborate with stakeholders to ensure processes align with business goals and compliance requirements.
  
  

System Integration And Optimization

• Work closely with various teams/departments to integrate new systems and tools into the CS environment.
• Ensure that all technology solutions are optimized for customer support operations and provide a seamless experience for both customers and agents.
• Lead initiatives to automate manual processes and reduce operational costs.
  
  

Strategic Planning

• Align CS strategies with overall business objectives and ensure that they contribute to the organization's growth and customer satisfaction goals.
• Lead cross-functional teams in the development of new support models and capabilities.
  
  

Data Analysis And Reporting

• Analyze CS data to identify trends, gaps, and opportunities for improvement.
• Present findings and recommendations to senior management to support decision-making.
  
  

Change Management

• Lead change management initiatives within the CS team to ensure smooth transitions to new processes and systems.
• Provide training and support to CS agents and other stakeholders during the implementation of new processes and technologies.
• Foster a culture of continuous improvement within the team.
  
  

Must-Haves

• Bachelor's degree in a related field.
• Minimum of 5-7 years of experience in customer support operations, business process design, or a related field.
• Strong understanding of customer support systems and technologies (e.g., CRM systems, Help Desk software).
• Excellent problem-solving, critical thinking, decision-making skills and applying sound project management to assigned work
• High level of flexibility in working in a high-pressure working environment, used to managing multiple projects / programs
• Ability to constructively handle unexpected problems, with desire to do things better, to identify and set and strive for stretching goals.
• Strong communication and stakeholder management abilities.
• Proven leadership skills with experience in managing and developing a team
• Ability to work in a high-volume, communicate results to management and in a fast-paced environment is required
• Experience with change management and training is a plus.
• Familiarity with regulatory requirements in customer support is an advantage