Manpreet has garnered over two decades of experience managing sales and service business functions in retail, commercial, SME, and corporate banking roles in Malaysia and India. She has built a solid foundation in straight-through processing and delivering changes that delight not only customers, but also staff.
In her current role as Senior Managing Director and Head of Group Customer Experience Management at CIMB, Manpreet pioneered the CX roadmap by setting up and leading the CX function across all geographies by creating a standardized customer experience and delivering sustainable value regionally. She leads the regional team responsible for operationalizing strategic initiatives to accelerate the CX transformational journey within the organization.
Throughout her journey in banking, Manpreet has had the opportunity to understand the industry from the ground up. “When forming and pursuing a strategy to improve CX in the bank, it is vital to strike a balance by putting on a customer lens while also considering internal perspectives regarding preparedness, potential challenges, and feasible solutions,” shares Manpreet. “Having served as a frontline staff and then taking on a strategic role responsible for determining the roadmap guiding the overall experience has given me a deep appreciation of what it really means to put the customer first.”