At TMB , we are committed to Make THE Difference in the Thai banking sector. By empowering our employees to always challenge and improve upon the status quo in everything we do, TMB is in turn able to deliver value to all our stakeholders : our customers, our shareholders, our community and, of course, our employees themselves.
For the past five years, TMB has relentlessly transformed into a solid financial institution backed by five consecutive years of earnings growth and we are aggressively approaching the next chapter to do even better.
To succeed, we start from our employees to help build and sustain a strong corporate culture where all of us pull in the same direction to optimise the customer experience end-to-end.
TMB is looking for employees who are game changers : people who are passionate about shifting the paradigm and can Make THE Difference in everything we do.
Main responsibilities :
Identify practical initiative, process flow, tactical framework to develop policy and procedure and E2E logistic to align with bank direction for deposit, lending, investment, bancassurance, corporate products and all related service processes to ensure that they are accessible, understandable, practicable and flawless of operations from end to end with the resource efficiency
Support and prepare work instruction / systems for all products and services available at branches, and any government initiatives which will need branches to provide special products / services to customers
Prepare BIA / BCP for all processes related to branches, Mobile team, and Wealth team to ensure business continuity in any scenarios
Provide problem resolution by coordinating with related parties e.g. product, legal, compliance, operations to ensure the smoothness of branch operations
Work as a part of the channel strategy team in executing branch distribution including coordinating branch / zone office execution plan, branch site, branch layout, swing site (new / relocation / renovation / closure) with BBG management
Be the gatekeeper for any system / platform changes or system down impacting branch operations, determine the potential impacts / benefits, recommend actions, coordinating with branches and related parties, and monitor results
Develop and execute branch system / platform optimization roadmap including application / interface enhancement, STP and process automation to support business requirements and improve branch operating efficiency.
Initiate and manage all BBG related projects which are from Product, Operations, Finance, and Compliance including ,but not limited to, Project Brief, Project Initiation Document, requirement analysis, cost benefit analysis, functional requirement / specification review, user test plan development, UAT / pilot testing, coordinate training and roll-out plan with relevant parties.
Conduct post-implementation review to ensure benefit realization and identify potential area for future continuous improvement for BBG initiative project.
Ensure the quality of end to end process deployed at Branch Banking by proactively develop, manage, review & update quality assurance tool (control / quality dashboard) and methodology to ensure that the designed branch target customer experience have been delivered as planned and regularly review key measures for continuous improvement
Work with all related parties on analyzing the root-cause and identify projects / initiatives related to reduce error / mistake and improve customer experience.
Provide guidelines to branches to handle customer complaints including complaints to BOT, SEC, OIC, courts and other government entities
Manage all reporting tools related to quality with both internal and external service providers i.e. Customer Satisfaction Survey (CSS), Mystery Shopper Survey (MSS), CXM.
Develop and implement knowledge management strategies for E2E branch process and operation which is aligned with business direction
Ensure effectiveness of knowledge center always in place to serve BBG employees in order to deliver the best experience to customers.
Develop framework of knowledge center to ensure efficiency solution for BBG employees from understanding to content which cover as following
Products as deposit, lending, investment, bancassurance and commercial products with the service process and opration from end-to-end.
Service process and operation from end-to-end
Policy and procedure which relate to branch staffs