Manager, Customer Experience Verified

Responsibilities
 Initiate policy or standard to govern how to improve the customer experience or service quality of all
banking channels
 Establish frameworks, mechanisms, strategies and plans to align the bank’s service quality with
shareholder’s direction as well as the growth of the bank’s business
 Analyze and monitor service quality of all bank channels and communicate to channel owners for certain
actions for improvement
 Monitor and facilitate other departments or channel owners to set other standards or guidelines at their
respective departments or channels for better quality and experience
 Support other departments or channels owners to establish various procedures, guidelines or standards
for better service quality
 Cooperate and facilitate complaint and channel owners to resolve customer complaints and request for
certain actions to minimize those complaints or improve it
 Monitor and feedback at high level how those complaints have been resolved
 Contribute any respective feedbacks or suggestions which may give additional value to existing
products, services, processes, images and similarity
 Any ad-hoc assignment or project

Qualifications
 Bachelor degree in Business Administration, Management, and other related fields
 At least 7 years of experience in banking industry related to customer experience
 Good at result driven attitude
 Good at management skills, outstanding organization and strong customer service
 Have English competency and computer literacy

How to apply
 Interested candidates are encouraged to submit the updated CVs to [email protected]
 For more information, please contact us via 023/ 081 999 010 or go to www.sathapana.com.kh