Job Ref. No. JAML059

Role Purpose

The role holder will serve as the primary point of contact for visitors, clients, and employees, playing a critical role in shaping the overall customer experience. This position is essential in fostering a positive and welcoming environment across all touchpoints, ensuring that every interaction reflects the company’s core values and commitment to delivering exceptional customer service.

Main Responsibilities
Client Interaction and Support:

• Serve as the first point of contact at the branch, efficiently managing client inquiries, complaints, and service requests.
• Utilize Customer Experience (CX) CRM tools for tracking, reporting, and ensuring seamless client interactions.
• Provide comprehensive information about JAML services, guiding clients as needed to ensure their needs are met effectively.
• Maintain and regularly update client records, ensuring the highest level of data accuracy and integrity.
• Implement and monitor customer engagement, loyalty, and retention programs to enhance client satisfaction and foster long-term relationships.
• Oversee the management and presentation of customer experience reporting dashboards to provide insights into client interactions and service levels.

Operational Support:

• Collaborate with cross-functional teams and departments to address and resolve complex client issues, ensuring timely and satisfactory outcomes.
• Support the rollout and execution of new client service initiatives at the Branch, contributing to the continuous improvement of client services.

Administrative Duties:

• Manage daily administrative responsibilities, including scheduling meetings, overseeing document management, and preparing routine reports.
• Ensure the efficient operation of the office by coordinating tasks and facilitating communication between departments as needed.

Skills Required

• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and a customer-oriented mindset.
• Organizational skills with attention to detail.
• Basic understanding of financial products and services.
• CRM experience in handling customer queries.
• Proven experience in sales, especially in telesales or customer service.

Key Competencies

• Strategic thinking and decision-making abilities.
• Strong problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Results-oriented mindset with a focus on delivering quality outcomes.

Qualifications

• Degree in Business Administration, Customer Experience, or a related field.

Relevant Experience

• Minimum of 2-3 years of experience in customer service, preferably within the asset management sector.
   

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Job Ref. No: JLIL340

Role Purpose

• The role holder will be responsible for conducting in-depth system analysis to improve organizational operations, develop efficient workflows, and ensure robust system performance. This role will involve gathering and analyzing business requirements, designing system workflows, coding small-scale solutions, and supporting the implementation of system enhancements. The role demands strong technical expertise, including coding and scripting capabilities, as well as a keen understanding of business needs to bridge the gap between technical teams and business stakeholders.

Main Responsibilities

Strategy

• Develop and refine system analysis methodologies to align with the organization’s strategic goals.
• Research and recommend emerging technologies, focusing on software development frameworks and coding
• practices that can enhance business processes.
• Provide actionable insights on system performance metrics and propose innovative solutions to improve efficiency.
• Identify areas for automation and optimization within workflows, leveraging coding where necessary.

Operational

• Conduct in-depth analysis of business processes to define system requirements and identify areas for improvement.
• Collaborate with IT teams to design, test, and implement system solutions, ensuring alignment with business objectives.
• Develop workflow diagrams and models to visualize and improve end-to-end system functionality.
• Write, test, and deploy code or scripts for system enhancements, troubleshooting, and automation tasks.
• Continuously monitor system performance and proactively address bugs or inefficiencies through updates or coding fixes.
• Assist with system integrations and ensure smooth data exchange between platforms using APIs and other integration tools.
• Prepare user manuals and technical documentation, including system workflows and coding references.
• Facilitate training for end-users to ensure effective adoption of new systems or enhancements.

 Corporate Governance

• Ensure all systems and processes comply with data protection regulations, industry standards, and organizational policies.
• Regularly review system policies to ensure they meet evolving legal and regulatory requirements.
• Participate in internal audits to verify adherence to governance frameworks and identify areas for improvement.
• Collaborate with compliance and risk teams to mitigate potential vulnerabilities in code or system design.

Culture

• Foster a collaborative and inclusive culture by promoting open communication and knowledge sharing among teams.
• Act as a cultural ambassador by advocating for organizational values and aligning system solutions with these values.
• Promote a culture of innovation and continuous learning, encouraging the adoption of advanced coding techniques and frameworks.
• Build strong relationships across departments to break down silos and create a culture of trust and cooperation.
• Contribute to creating a positive work environment by supporting diversity, equity, and inclusion initiatives in all system-related projects.

Key Competencies

• Coding Skills. Ability to write, test, and debug code for system enhancements and automation.
• Analytical Expertise. Proficiency in breaking down complex problems and proposing data-driven solutions.
• Business Acumen. Understanding of how technical systems impact business operations and outcomes.
• Project Management. Skilled in managing time and resources to meet project deadlines.
• Continuous Learning. Commitment to staying updated on evolving coding practices and system trends.

Academic Background & Relevant Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, Software Engineering, or a related field.
• Certifications in programming and systems-related domains (e.g., OCP Java, Microsoft Azure, AWS, Agile certifications) will be an added advantage.
• Minimum of 2-5 years of experience in system analysis or a related field.
• Proven experience in coding and scripting for system enhancements and workflow automation.
• Familiarity with system workflows and process optimization techniques.

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