蚂蚁金服Ant International-Senior Customer Experience Specialist-Malaysia

• Focus on end-to-end product solutions, adopt a user-centric perspective, deeply analyze user journeys and experiences across customer journey to identify user pain points, and design product solutions to deliver seamless services. • Drive the establishment of service assurance mechanisms, design end-to-end service solutions, and draft SOP to solve current experience gap and potential customer needs • Ensure continuous improvement of product/FAQ/customer service SOP/Customer experience metrics during the product lifecycle, by leveraging multi-dimensional data (user behavior, business metrics, etc.), and drive end-to-end experience optimization. • Single point of contact for all CX related matters, responsible for an immediate satisfactory resolution of escalated customer complaints • Closely collaborate with stakeholders, and encourage a consumer-centric culture and ensure that "voice of the customer '' is continuously heard within the organization

This role is required to operate with a strong commercial focus ensuring alignment to the Bank’s business objectives while adhering to the Bank’s control principles at all times. The Senior KYC Specialist is required to utilise knowledge and expertise to manage and execute KYC-related activities, including onboarding, customer outreach, periodic and event trigger reviews, and provide SME support to the rest of the production team to ensure cases are completed in line with regulatory standard and the Bank’s KYC procedures. The successful candidate will join the KYC Operations team in Malaysia, reporting directly into the Operations Manager in Malaysia and KYC Operations lead in Singapore. Documentation Review • Reach out to customers to obtain KYC information and documents, address any queries or clarifications raised by customers while maintaining a customer-oriented service attitude • Review and ensure that all information and documents collected are good to satisfy regulatory requirements Screening • Perform screening of customer names against lists, discount and mitigate screening hits for prospective and existing customers • Conduct outreach to customers to obtain relevant information to address screening alerts Enhanced Due Diligence/Periodic Reviews/Event Driven Reviews • Perform background checks and conduct interviews with customers • Review and update KYC profiles for existing customers in accordance with the review schedule • Conduct transaction reviews to identify any abnormalities that require further investigations • Investigate and conduct trigger event reviews on existing customers, assess customer’s business and perform AML risk assessment Transaction Monitoring • Reach out to customers to obtain relevant information to address transaction monitoring alerts • Evaluate the completeness of customer’s response and clarify where required • Others • Provide ongoing SME guidance to support the production teams • Update relevant MI timely and accurately to ensure that KPI can be reported quickly and efficiently • Provide support for urgent requests, assist the team in completing ad-hoc projects • Preparation of data to track Book of Work completion and MI reporting Leadership & Teamwork • Advocate focus in customer experience at the heart of the team’s operations • Champion agile ways of working across the team • Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent • Build and maintain strong relationships with key stakeholders including AML, Risk, Business, Tech, Customer Service and Operations teams

As a CX Operation Excellence & Governance Lead, you will play a pivotal role in alignment of business processes / Vendors, and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank. • Enhance operational efficiency, and drive innovation across the organization. • Work closely with stakeholders in different locations to identify process gaps • Produce insights and governance on all Customer service related metrics, This includes demonstrable expertise with Excel/Access / Powerpoint, excellent written communication skills and an organized approach to projects and communications; • Support various departments to manage resource capacity planning to ensure optimal utilization of human resources and alignment with strategic objectives. • Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings. • Prepare and track to report on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives. • To support with Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.

You will be a key member of Ant International’s product team to help achieve company’s global vision. You will plan and execute the development and integration of world-class payment capabilities to empowering Global markets. You will take ownership of the products to ensure optimal user experience, modularized mid-platform, security and compliant to regulations. Responsibilities: • Design the smart user growth product solution for different industries clients, timely and accurately grasp market demand, by extensively understanding clients 'evolving needs. • Develop short-term and long-term product plans, innovate interaction and scenarios, enhance user consumption and interaction experience. • Acquire a deep understanding of the demands of clients, identify product insights to uncover business opportunities, and advance integrations & partnerships. Be capable of efficiently upselling products through a keen understanding of customer requirements and market potential. • Align with business stakeholders to drive meaningful outcomes and ensure a cohesive user experience. • Manage cross-functional products and coordinate the delivery process of these products including roadmap creation, product design, deployment, monitoring, performance to scalability. • Work with external partners to ensure seamless integration of products and services.