• Competitive
  • Kuala Lumpur, Malaysia
  • Permanent, Full time
  • Citibank Berhad
  • 2018-10-23

Citibank Berhad Customer Experience Intermediate Analyst

Citibank Berhad Customer Experience Intermediate Analyst

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur
  • Education: Bachelor's Degree
  • Job Function: Marketing
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: Yes, 10 % of the Time
  • Job ID: 18060447


Customer Exp Int Analyst:
  • Overall key responsibilities are reporting for complaints trending for consumption at all levels. Identify areas for improvements and drive initiatives via collaboration with Business Users. Participate in relevant global, regional, in country and regulatory related projects pertaining to complaints and governance. Execute control and governance related function pertaining to complaints
  • Responsible for complaints reporting for global, regional, in-country and regulatory consumption, ensuring high accuracy and robustness of content. This includes adhoc reporting request from global, region, in country and regulators
  • Responsible for maintenance of complaints module in ECLIPSE. (Taxonomy, routing, changing of role etc)
  • Responsible for day to day quality monitoring and governance for complaints. This includes monitoring of complaints trends and escalation to business unit in the event of SLA breaches
  • Identification of potential improvement opportunities and driving the changes through collaboration with business units and tracking the progress on the initiatives
  • Support in driving adoption of quality improvements, operational efficiencies and cost reduction opportunities. This includes coaching to relaxant parties
  • Perform control testing for relevant processes
  • Participate in audits related to complaints and the associate reporting.
  • Custodian for Customer Charter information posted in CITI's website, to ensure accuracy of information displayed
  • Participate in regional and global projects relating to customer experience and governances. This requires meeting of project timelines and ensuring adherence to all global, regional and regulatory requirements
  • Review relevant documents under custody and perform updates whenever applicable


  • Degree holder in Quality Management, Finance, Statistics, Business Administration or related disciplines
  • At least 5 years working experience in complaint management or business controls, preferably in banks or financial institutions
  • Knowledge of and ability to perform quantitative analysis and data management techniques including database and spreadsheet applications
  • Ability to apply advanced analysis methodologies, interpret and present findings in a clear, concise manner
  • Excellent critical thinking and analysis skills, problem solving capacities
  • Proven experience in delivering projects to ensure successful implementations and timeliness
  • Experience in customer metrics management will be an advantage
  • A high level of motivation and a self-starting attitude
  • Ability to work collaboratively in a team environment and proven ability to work with cross functional team
  • Excellent interpersonal skills
  • Strong in Excel, Access, Power Point and proficiency in the use of MS Office
  • SAS experience would be an advantage