Monitors performance of contact center and to construct standard operating procedure (SOP) for maximum customer satisfaction. Monitors customer service agents to ensure the customer experience is conforming to Contact Center guidelines. Executes quality assurance program to enhance quality service of contact center. Conducts call monitoring to help customer service agents to improve performance in contact center. Ensures customer service agents are keep abreast with latest banking product so that consistent message is given to customer. Fulfill to meet the QA monthly sample size target and report to Supervisor. Perform other duties as assigned. Align with operation team for updated information and SOPs. Support agents’ performance training with the cooperation of Training Team. Report immediately to management team for critical incident when QA auditing the calls.
As a Product Manager for a Mobile Top-Up Business, your primary responsibility is to oversee the development, enhancement, and optimization of the mobile top-up product offerings. You will collaborate with cross-functional teams including engineering, design, marketing, and customer support to ensure the success of the product. Your focus will be on understanding customer needs, market trends, and technological advancements to drive the growth and profitability of the mobile top-up business. Develop and refine the product strategy for mobile top-up services, aligning with the overall business objectives. Identify market opportunities and potential partnerships to expand the product offerings. Define the product roadmap, prioritizing features and enhancements based on customer needs, market analysis, and business goals. Collaborate with engineering and design teams to translate the product roadmap into actionable plans. Work closely with engineering teams to ensure timely delivery of product features and enhancements. Conduct user acceptance testing (UAT) and gather feedback to iterate and improve the product continuously. Conduct market research and competitive analysis to identify trends, opportunities, and threats in the mobile top-up industry. Gather and analyze customer feedback, usage data, and metrics to identify areas for improvement and optimization. Collaborate with marketing teams to develop go-to-market strategies, promotional campaigns, and customer acquisition plans. Work with customer support teams to address user feedback, resolve issues, and improve the overall customer experience. Define key performance indicators (KPIs) and metrics to track the success and performance of the mobile top-up product. Monitor KPIs regularly and take proactive measures to optimize product performance, user engagement, and revenue generation. Stay informed about regulatory requirements and compliance standards related to mobile top-up services. Ensure the product adheres to industry regulations and standards, mitigating any potential risks or compliance issues. Reconciliation and reporting for daily, monthly and yearly tracking and stock controlling of the products.
As a assistant Product Manager for a Gift Cards and Bill Payment Business, your primary responsibility is to support Gift Cards & Bill Payment business to monitor the development, enhancement, product productivity and optimization of products improvement. Your role is also to support the product manager as they develop new products and improve the existing product's marketing campaigns. You will collaborate with cross-functional teams including engineering,design, marketing, and customer support to ensure the success of the product. Your focus will be on understanding customer needs, market trends, and technological advancements to drive the growth and profitability of the Gift Cards and Bill Payment Business. Develop and refine the product strategy for Gift Cards and Bill Payment Business, aligning with the overall business objectives. Identify market opportunities and potential partnerships to expand the product offerings. Analyse competitors & products/identify their strengths and weaknesses. Define the product roadmap, prioritizing features and enhancements based on customer needs, market analysis, and business goals. Work closely with engineering teams to ensure timely delivery of product features and enhancements. Supporting the Product Manager in concept development and analysis - such as defining scope, documenting requirements and business or technical processes. Conduct user acceptance testing and gather feedback to iterate and improve the product continuously. Assist in the product development process. Conduct market research and competitive analysis to identify trends, opportunities, and threats in the Gift Cards and Bill Payment industry. Gather and analyze customer feedback, usage data, and metrics to identify areas for improvement and optimization. Collaborate with marketing teams to develop go-to-market strategies, promotional campaigns, and customer acquisition plans. Work with customer support teams to address user feedback, resolve issues, and improve the overall customer experience. Conduct and define the document preparation of BRD, PRD and SOP. Reconciliation and reporting for daily, monthly and yearly tracking and stock controlling of the products.
A business support specialist perform day to day Business support operations to help keep the business running smoothly. You may also build and maintain relationships with clients, partners, and customers. Develop and maintain strong collaborative and productive stakeholder relationships with key stakeholders to ensure efficient and effective flow of information. Maintain daily BAU operation of the business (reconciliation, settlement, issues & dispute resolution, etc…) Ensure all the customer issues are resolved on time Resolving customer complaints in person or via phone and mail Prepare Operation SOP & User manuals documentations
To manage the research and analytics needs of the business; working with the VC Leads and Function Heads, as well as the KBZPay team to collect, analyse and act on the data acquired through market research and customer behaviour tracking. The right candidate will have a passion for research data and numbers, be confident in managing multiple projects - making sure all the resources, logistics, budgets, timelines, equipment, communication are delivered on time. Manage full suite of qualitative and quantitative research projects (on-going and one-time) Identify the business needs for research and analytics and work with the business owners to develop the brief for each project. Consult with key stakeholders (VC/ Functions) to determine business objectives and success factors Manage the research schedule, project timelines, budgets and resources required to deliver research projects. Manage the competing resources (manpower/ time) and priorities of the projects Bring in support from other Marketing team members and branch employees as required to deliver research projects Manage the relationship with third party agencies and outside consultants Manage focus groups and write initial findings reports to submit to senior leadership (eg, short powerpoint or word document of expected insights) before the final report is released Present the research findings regularly to management and other stakeholders Keep a tracker report for every campaign that KBZPay and bank run Maintain the customer database and identify segments for right campaigns Develop research & analytics working processes (SOP) Plan and maintain a 6 - 12 months research schedule and budget Liaise the Yangon and Mandalay operation team to run the research fieldwork smoothly Provide coaching and guidance to the fellow team members in the research team
Daily Monitoring and Reporting for All cards related to potential risk transactions. To ensure that all issues are closely monitored and tracked up to root cause identification and permanent resolution. Fraud rules for the transactional risk and new rules create/edit old rules according to the trends of card risk transactions. Daily and monthly prepare the data and reports to submit the periodical reports to the respective financial institutions like CBM, Visa, Master, and UPI. Secondary responsibilities. (Daily, Periodic, Quarterly, Annual) Support the senior investigator in drafting of periodic status updates on investigation cases through emails/reports highlighting key findings, limitations, or restrictions in the collection of evidence or information for on-ground investigation.
Understand the objectives of the business units and propose relevant marketing activities to achieve these objectives. Turn business objectives into marketing and creative briefs for the internal creative team to deliver materials. Act as the key liaison between the Marketing team and the business; able to respond both proactively and reactively to the needs of the business. Present marketing ideas and activities to senior stakeholders within the bank. Recommend both digital and traditional marketing solutions to meet the needs of the business units. Hold regular calls and meetings with the business units to ensure the Marketing Business Partner is always up to date on the activities of their assigned business units. Act as brand guardian reviewing all branded communications materials for KBZ Bank to ensure consistency and adherence to brand guidelines.
The role of a Corporate & Wealth Channel Manager involves overseeing and managing the bancassurance (partnership between a bank and an insurance company) activities within a corporate or institutional setting. As the Corporate & Wealth Channel Manager, you are responsible for driving the success of our bancassurance management initiatives and strengthening relationships with channel partners within the Bancassurance business units. The Corporate Bancassurance Manager plays a pivotal role in driving the financial success of corporate clients while effectively managing and optimising distribution channels for wealth products and services. The Corporate & Wealth Channel Manager plays a crucial role in driving revenue growth, enhancing customer relationships, and ensuring the successful implementation of bancassurance strategies within the corporate sector. Job Description Develop and implement strategic plans for bancassurance within the corporate sector, aligning with the overall goals of the organisation. Build and maintain strong relationships with corporate clients, key stakeholders, and insurance partners. Collaborate with internal teams, including Local Corporate, International Corporate, SME and Wealth segment to ensure effective communication and coordination. Work closely with insurance providers to design and develop insurance products that meet the specific needs of corporate clients. Analyse market trends and competitor offerings to stay competitive and innovative. Drive sales growth by identifying new business opportunities and expanding the bancassurance portfolio within the corporate segment. Set and achieve sales targets, monitor performance, and implement strategies to enhance results. Provide training to bank staff on insurance products and services. Ensure that the bank's employees are knowledgeable about the features, benefits, and selling points of the insurance products. Ensure compliance with regulatory requirements and industry standards in bancassurance operations. Implement risk management practices to minimise potential financial and reputational risks. Prepare regular reports on bancassurance performance, including key metrics, sales trends, and market insights. Analyse data to identify areas for improvement and implement strategies to optimise results. Ensure high levels of customer satisfaction by addressing client inquiries, resolving issues, and maintaining a positive customer experience. Develop and manage budgets related to bancassurance activities. Monitor expenses and ensure cost-effectiveness in implementing strategies and campaigns. Conduct market research to understand the needs and preferences of corporate clients. Stay informed about industry trends, competitor activities, and regulatory changes that may impact bancassurance. Collaborate with other departments, such as finance, legal, and compliance, to ensure seamless integration of bancassurance activities within the overall business operations. Work closely with senior management to align bancassurance management objectives with overall Bancassurance business goals. Provide insights and recommendations for continuous improvement based on performance metrics. Demonstrate enthusiasm and a commitment to adhere to KBZ’s principles and values.
The Content Account Specialist has to be an expert communicator serving as point of contact for content accounts and internal company teams. This role includes planning and coordination of account activity, generating official account business opportunities, and reporting status of accounts on a regular basis. Sourcing new content partners and executing exciting partnership solutions Negotiating attractive partnership deals and ensuring mutually beneficial partnership terms that are in line with business objectives and strategy Maintaining and deepening relationships with existing content partners Have good communication skill and able to deal relevant business partners Collaborating with various internal team (Product & Community Management) to enhance the customer experience, offer solutions & resolve complaints Collecting and analyzing data concerning user behavior to understand changing needs Perform prospecting activities such as cold calling and networking Maintain a database of clients, partners, and merchants Assist in planning category strategy Assist some content partners to publish articles Maintain a database of clients, partners, and merchants Assist in planning category strategy