About the Role
We are seeking a dynamic and experienced leader to head our Customer & Channel Enquiry & Investigation Support (CCEIS) function at RHB Banking Group. In this role, you will provide strategic leadership and end-to-end oversight across multiple service areas, including Cash Customer Service, Trade Customer Service, BIS Support, Merchant Acquiring, and Merchant Support Service. You will be responsible for driving operational excellence, ensuring timely issue resolution, strengthening stakeholder engagement, and aligning service delivery with the Bank’s strategic objectives and KPIs.
What you will be doing
Oversee operational activities and strategic initiatives to enhance service delivery and customer experience across all CCEIS functions
Lead the review, investigation, and resolution of escalated service requests and technical/system issues across Cash, Trade, and Merchant services
Monitor and evaluate team performance, ensuring adherence to SLAs and key performance metrics
Act as the primary point of contact for stakeholders, ensuring consistent service quality across all service areas
Ensure compliance with regulatory requirements and manage risk governance within the department
Drive continuous improvement initiatives to optimize processes and service delivery
Lead departmental projects and cross-functional collaborations aligned with business strategies
Uphold policies related to customer data protection and confidentiality
Lead Business Continuity Planning (BCP) and risk management efforts to ensure operational resilience
Oversee vendor and supplier performance, including terminal service providers within Merchant Support Service
What we're looking for
Proven leadership experience in banking operations, customer service, or related functions
Strong understanding of banking products and services, particularly in Cash, Trade, and Merchant services
Excellent stakeholder management and communication skills
Strong analytical and problem-solving capabilities
Demonstrated ability to lead teams, manage performance, and drive results
Sound knowledge of regulatory requirements and risk management practices
Experience in managing vendors and cross-functional projects is an advantage
Highly driven, organized, and committed to operational excellence
What we offer
At RHB Banking Group, we are committed to fostering a collaborative and inclusive work environment that empowers our employees to reach their full potential. We offer competitive remuneration, comprehensive benefits, and ample opportunities for professional development and career growth. If you're ready to be a part of our transformative journey, we encourage you to apply now.
We are a multinational regional financial services provider that is committed to deliver complete solutions to our clients through differentiated segment offerings and an ecosystem that supports simple, fast and seamless customer experience, underpinned by cohesive and inspired workforce and relationship built with stakeholders
Headquartered and listed in Malaysia, RHB Banking Group is the longest established local bank, formed though the mergers of several banks, the oldest of which was founded in 1913. RHB Banking Group and its subsidiaries provide a full range of services ranging from retail banking, business banking, corporate and investment banking, Islamic banking, transaction banking to treasury, insurance, asset management, private equity and stockbroking services.
TOGETHER WE PROGRESS
Our strong heritage is the foundation of our commitment to continue serving the community. For over a 100 years, we have been helping people and businesses grow and succeed, and will continue to do so.
Our experience gives us an in-depth understanding of the needs of our customers and partners, inspiring us to constantly innovate and improve to serve them better. With their unending support, we have established ourselves with a strong footprint throughout Malaysia and we are now present in 9 other countries across the ASEAN region.
We hope our legacy and pursuit for excellence continues as we tirelessly cultivate and nurture the next generation through our actions and words, preparing a brighter future ahead.
We thank those who believe in us and welcome everyone to join us on our exciting journey of progress. The time has come for us to move forward in unison, to realise our greater potential together. Our new brand promise "Together We Progress” honours our past, celebrates the present and welcomes the future.
We invite you to join us as we work towards a better and brighter future for all.
