Associate, Policy & Standards

KEY ACCOUNTABILITIES

Policy & Standards Framework and Guideline

Conduct analysis and interpretation of existing policies and standards within the organisation through collaboration with cross-functional teams to ensure that it incorporate the elements of customer centric and focus.

Partake in the creation and updating of customer-centric frameworks and guideline to align the policies and standards within the organisation to achieve the customer-centric transformation journey as envisioned for the organisation.

Develop and revise policies and standards based on insights from customer feedback and satisfaction trends, ensuring alignment with the PSMB Act 2001 and industry best practices.

Standardisation & Implementation

Collaborate with internal stakeholders to ensure alignment and consistent implementation of customer-centric policies and guidelines across all departments.

Create and develop comprehensive manuals, guidelines, and materials to facilitate the seamless implementation of customer-centric standards, whilst ensuring all content is engaging, practical, and tailored to address customer expectations and organisational goals. 

Customer-Centric Process Improvement

Conduct regular or periodic review on the efficiency of customer-centric processes and provide analysis on areas of improvement that can be further refined to improve customer experience.

Collaborate with internal teams and stakeholders to streamline workflows, ensuring policies reflect evolving customer needs and preferences. 

Internal Engagement & Facilitations

Facilitate engagement sessions, briefings, and collaborative discussions to build awareness and commitment towards the organisation's customer-centric transformation goals. 

Measurement and Reporting

Develop and maintain a reporting framework to assess the performance and impact of customer-centric policies and standards within the organisation.

Analyse and track key performance indicators (KPIs) related to policy adherence, customer satisfaction, and service outcomes.

Prepare reports and presentations for stakeholders highlighting trends, challenges, and recommendations for continuous improvement. 

 QUALIFICATION & RELEVANT EXPERIENCE

• A Bachelor’s Degree in Business Administration, Marketing, Data Science, or a related field.
• Professional certification in Policy Development, Customer Experience, or Quality Standards (e.g., Certified Customer Experience Professional, ISO Standards) is preferred. 
• 1-5 years of experience in customer service, data analysis, or a related field.
• Strong knowledge of customer-centric frameworks, policy development, and implementation processes.
• Experience in a regulatory or governmental agency will be highly regarded.