Team Lead, Customer Service Operations - Fintech

Full Time 


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Job Description
  • 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


  • 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.


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