Senior Operations Performance Management Specialist

Responsible for measuring and monitoring CX performance through periodic CX metrics and reports

Responsible for customer related journey/process monitoring, mapping and management

Responsible for planning, implementing or supporting implementation of initiatives/activities based on analytics from key CX metrics collected

Responsibilities

Monitor, mapping and manage customer journey experience with FEC

Support the development and in charge of maintaining and tracking periodic list of customer related journeys/processes

Analyse the feedback gathered from customers and propose for improvement of customer journeys and products in collaboration with related stakeholders

Conduct customer insight/behaviour analysis to create better understanding of FEC customer on CX point of view and propose initiatives for better CX

Support monitor or implement initiatives/programs/projects to improve CX performance

Perform the department’s role in the implementation of the initiatives/programs/projects (executor role, vendor monitoring, or implementation monitoring)

Ensure initiatives/programs/projects are implemented properly according to the approved method, scope, and schedule by monitoring and regularly working with relevant parties (inside and outside the organization).

Conduct communication work for related initiatives/programs/projects in the Department

Monitor and improve performance of assigned initiatives/programs/projects

Resolve & escalate to authorities’ level departmental issues in assigned functions

Undertake other tasks assigned by line manager

Bachelor graduate with majors: Business Administration, Finance, Economics or Accounting, Risk management or relevant majors.

At least 01 year of experience in project management/ participation in projects, experience related to retail credit card products & consumer loans preferred

Language requirements – Vietnamese – native, English – fluent

Computer Skills: skills in Excel, Powerpoint

Team work skill

Good communication and presentation skills

Strong mathematical skills to help collect, measure, organize and analyze data