Role overview

• Responsible for managing and enhancing digital operation services to ensure excellent customer experience, operational efficiency, and service reliability. The role leads process improvement initiatives, manages digital service projects, handles customer-related incidents and compliance matters, and coordinates with cross-functional teams to deliver effective digital solutions

For the scope of work

• Manage and improve digital service operation processes to enhance customer experience and operational efficiency.
• Analyze operational issues, identify root causes, and implement improvement solutions.
• Develop and optimize workflows, procedures, and service processes to support business objectives.
• Monitor service performance and identify opportunities for continuous improvement.
• Lead and manage digital service projects related to system enhancement and process improvement.
• Support business initiatives to enhance digital customer services.
• Manage customer-impacting incidents and service issues to ensure timely resolution.
• Coordinate with relevant teams to investigate root causes and define preventive actions.
• Ensure proper escalation and communication management for critical issues.

Apply now if you have these advantages

• Bachelor’s degree or higher in Business Administration, IT, Engineering, or related fields.
• Minimum 5–10 years of experience in Digital Operation, Customer Experience, Project Management, Business Process Improvement, or related fields.
• Experience managing digital channels, customer-facing services, or banking/financial services is preferred.
• Experience handling incidents, customer complaints, and service improvement initiatives.
• Strong analytical, problem-solving, and project management skills.
• Strong communication and stakeholder management skills.
• Manage digital service projects related to system enhancements, process optimization, and customer service improvements, including project planning, stakeholder coordination, risk management, and delivery tracking.
• Handle customer-impacting incidents, complaints, and operational issues by coordinating with relevant teams, driving resolution, and implementing preventive actions to minimize recurrence.
• Manage customer data-related operations to ensure data accuracy, proper handling, and compliance with internal policies and regulatory requirements.
• Develop and manage customer communication for digital service changes, enhancements, and operational announcements to ensure clear and effective communication.

Why join Krungsri?

• As a part of MUFG (Mitsubishi UFJ Financial Group), we a truly a global bank with networks all over the world.
• We offer a striking work-life balance culture with hybrid work policies (3 days in office minimum per week).
• Unbelievable benefits such as attractive bonuses, employee loan with special rates and many more.

* Apply now before this role is close. **

Please note that we will get in touch with shortlisted candidates only.

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• LINE: Krungsri Career
• LINKEDIN: Krungsri

Applicants can read the Personal Data Protection Announcement of the Bank's Human Resources Function by typing the link from the image that stated below.

EN (https://krungsri.com/b/privacynoticeen)

The bank needs to and will have a process for verifying personal information related to the criminal history of applicants before they are considered for employment with the bank.

ผู้สมัครสามารถอ่านประกาศการคุ้มครองข้อมูลส่วนบุคคลส่วนงานทรัพยากรบุคคลของธนาคารได้โดยการพิมพ์ลิงค์จากรูปภาพที่ปรากฎด้านล่าง

ภาษาไทย (https://krungsri.com/b/privacynoticeth)

หมายเหตุ ธนาคารมีความจำเป็นและจะมีขั้นตอนการตรวจสอบข้อมูลส่วนบุคคลเกี่ยวกับประวัติอาชญากรรมของผู้สมัคร ก่อนที่ผู้สมัครจะได้รับการพิจารณาเข้าร่วมงานกับธนาคารกรุงศรีฯ