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The position is primarily responsible to enhance Finance Service Centre customer experience by focusing on stakeholder engagement that are independent and remain as neutral party outside of BAU Operation team. The role is expected to be able to streamline and establish a structured engagement across all functional areas in the department and all LBUs at all level. The intended role will be part of the team that will become one stop centre, to centralize all functional areas’ performance data collection from LBUs and BAU Operation Team for effective review and future planning such as SLA, KPI and services expansion. The incumbent should be able to release BAU Operational Team from the administrative engagement tasks to allow them to concentrate into more effective and value add services for operational excellence and improvements. The person should have a clear understanding of customer’s business needs, BAU Operation Team and support functions.

1. To drive and facilitate monthly or quarterly service review to ensure performance of the month/quarterly are reviewed, by identifying the challenge with root-cause analysis, the action plan, and measuring customer satisfaction on real-time basis.

2. To ensure active engagement with customer/LBUs at all levels where the senior management are kept abreast and stay alert on upcoming business updates including of how business can support (if any) or agree on future strategic plan.

3. Accountable on all activities to ensure all business-related documents are compiled, well kept, reviewed endorsed by both business and customer (where applicable) such as;

• SOW, Settlement Agreement, Annual Due Diligence Audit
• Service Fees, BAU headcount movement
• Business Service Catalogue

4. To be in-charge in facilitating and consolidating, summarizing and preparing the Service Performance Metrics for all GFS functions, including its presentation deck for reporting purposes. The role is also expected to identify improvement opportunity to automate and standardising the process where necessary or practical.

5. To assist all related activities in market benchmarking on service fee and service standard every two years or as and when necessary as deemed by the management.

6. Strategically review business scope of services and customer/LBUs coverage for service expansion

7. To carry out formal customer satisfaction survey on annual basis, analyse the result and preparation on the presentation of result to management and customer/LBUs.

8. Responsible to ensure all issue raised by BU are recorded, tracked, closed and being communicated properly on timely basis and status of the issues reported progressively during monthly or quarterly engagement with the LBUs.

9. Accountable for all of the administrative functions associated with the LBU engagement which shall include maintaining meeting schedule, prepare the agenda, prepare presentation deck, meeting minutes, progress of action items including reported issue.

10. To assist Service Management Manager on other matters related to the Service Management deliverables

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