SCBAM-Customer Experience (Associate Director)

Role Purpose SCB Asset Management (SCBAM) is seeking an experienced Associate Director to own and elevate the Call Center, CRM, IVR, Customer Journey, and Voice of Customer (VoC) ecosystem. This role serves as the strategic owner of SCBAM’s front‑line customer interaction model, ensuring that every customer contact, especially through the Call Center and IVR delivers clarity, trust, efficiency, and true issue resolution. The position plays a pivotal role in protecting SCBAM’s reputation, minimizing regulatory escalation, improving first‑contact resolution, and translating customer insight into tangible service and business improvements. The role requires strong leadership across operations, analytics, systems, and customer experience, with regular exposure to senior management and executive committees. Key Responsibilities Call Center Platforms, CRM, IVR & Process Enablement Own and continuously improve IVR design, call flow, and CRM integration to ensure seamless routing and handoffs. Ensure CRM systems fully support case tracking, SLA management, resolution quality, and agent workflows. Partner with IT and Digital teams to streamline tools, automate repetitive processes, and improve agent productivity. Champion the effective adoption and measurable impact of Call Center systems and customer management tools. Call Center Strategy, Service Excellence & Case Resolution Ownership Own the end‑to‑end Call Center customer experience, covering service design, case handling, resolution effectiveness, and customer satisfaction outcomes. Ensure all customer cases are fully resolved (“case closed”), not merely responded to, with clear accountability across teams. Drive a solution‑oriented service culture, prioritizing first contact resolution, efficiency, and customer confidence. Minimize complaint escalation to regulators and external parties, proactively safeguarding SCBAM’s brand and reputation. Establish service frameworks, standards, and governance for high‑risk and sensitive customer cases. Voice of Customer, Analytics & Performance Management Design and manage end‑to‑end Transactional Feedback (VoC) programs across Call Center and service touchpoints. Analyze VoC data, call drivers, complaint themes, and customer journeys to identify pain points and improvement opportunities. Define and track Call Center & customer performance KPIs, dashboards, and reporting strategy. Leverage analytics tools (Advanced Excel, Power BI, Python, Generative AI) to improve segmentation, prioritization, forecasting, retention, and cross‑sell insights. Translate insights into clear, actionable recommendations for Management and Executive Committee, ensuring feedback leads to real change. Cross‑Functional Leadership & Capability Building Ensure accuracy, completeness, security, and regulatory compliance of customer and Call Center data. Lead customer‑related and data quality initiatives including de‑duplication, correction, monitoring, and reporting. Act as a key connector between Call Center, Operations, Marketing, Product, Digital, Compliance, and IT with a focus on call center systems, operational workflows, and performance management. Provide structured feedback to improve products, processes, policies, and facilities based on customer insights. · Build team capability by supplying performance data and behavioral insights to support effective team coaching, mentoring, and skill enhancement, driving a resilient and high-performing service culture. Complaint Management, Escalation Control & Regulatory Interface Rapidly assess case backgrounds, identify root causes, and understand customer needs and expectations. Lead end‑to‑end case management, coordinating Call Center, Operations, Legal, IT, and external partners as required. Design practical dispute resolution and settlement approaches that balance customer fairness, regulatory compliance, and business integrity. Track resolution timelines, ensure closure, analyze recurring issues to drive systemic, and preventive improvements. Qualifications & Experience Education Master’s degree in Marketing, Statistics, Business Administration, Economics, Management, or related fields. Experience 7-10 years of experience in Call Center Management, CRM, Customer Experience (CX), Data Analytics, or Customer Operations. Demonstrated experience in Global or Thai Asset Management, Banking, Financial Services, Telecommunications, or similarly regulated industries is a strong advantage Proven experience managing complex complaints, regulatory-sensitive cases, and high-volume customer operations. Core Competencies Deep understanding of Call Center operations, complaint management, IVR, CRM, and customer journey design. Strong analytical and systematic thinking with the ability to present insights at executive level. Advanced proficiency in Excel, CRM systems, and BI tools (Power BI preferred). Excellent project management, stakeholder management, and problem‑solving skills. High integrity, discretion, and strong sense of accountability. Personal Attributes Strong service mindset with exceptional customer empathy. Able to handle pressure, ambiguity, and difficult customer situations with professionalism. Strategic thinker with hands-on execution capability. Organized, precise, adaptable, and results‑driven. Fluent in Thai; strong spoken and written English. Hybrid working / Work location near BTS Phahonyothin 24 and BTS Ratchayothin Interested candidate, please submit your CV to "Apply Now"