Team Lead, Customer Service Operations - Fintech

• Lead and manage a team of customer care specialists to achieve individual KPIs and service levels
• In areas of low performance, conduct coaching sessions to the customer care specialist to identify areas of improvement
• Consolidate regular tracking and dashboard to track the contact log and overall performance to measure performance KPIs
• Perform call/chat quality assurance reviews to measure performance to ensure customer care specialists meets both external requirements and internal metrics in accordance with MAS set guidelines
• Design the daily tracking and monitoring mechanism to ensure strict adherence to the policy and procedures
• Conduct year-end reviews of the customer care specialists, rating their performances on the annual performance grid and ensuring each individual’s long term growth and development
• Handle calls and chats when necessary
• Assist in any other adhoc tasks/duties assigned

Requirements: 

• Graduate with a minimum of 5 years of experience in Customer Services coverage, at least 3 years in managerial roles, and preferably for a Financial Institution.
• Good understanding of the Bank’s Control Framework and Governance Structure is required.
• Adaptable and able to thrive in a fast-paced start-up environment to handle unexpected issues.
• Excellent knowledge of MS office – Microsoft PowerPoint, Word, and Excel a must.

Due to an anticipated high volume of applicants, we regret that only shortlisted candidates will be notified.

R1659753