Bilingual Team Leader – Digital Banking Operations

Daythree Business Services; Shah Alam; On-site; MYR 89,000 - 134,000; Full time

Benefits offered by this job

On-site role

Job summary

Daythree Business Services in Shah Alam is seeking a Bilingual Team Leader to oversee daily digital banking operations on-site. Lead a team of customer experience specialists, ensure service levels, and drive process improvements across multilingual support.

The role emphasizes data-driven management, coaching, and coordination with stakeholders to align procedures with regulatory and client requirements.

Qualifications

• Experience in digital banking, financial services, or customer service operations.
• Ability to analyze data, monitor KPIs, and spot operational improvements.
• Proven ops management including workflow, QA, SLA adherence, and improvements.
• Strong people management with coaching and mentoring abilities.
• Fluent in English and Mandarin with strong communication skills.
• Excellent interpersonal skills for customer, stakeholder, and team engagement.
• Experience in fintech or contact center ops is advantageous.
• Willing to work on-site in Shah Alam with accountability and reliability.

Responsibilities

• Oversee day-to-day digital banking operations and ensure service levels.
• Coach and develop a team of customer experience specialists.
• Review operational reports and resolve escalated issues.
• Coordinate workflow and align procedures with regulations and client requirements.
• Collaborate with cross-functional stakeholders to improve processes and training.

Skills

Customer-centric

Digital banking

Analytical skills

Operations management

People management

English-Mandarin

Communication skills

Fintech experience

On-site Shah Alam

Job description

Bilingual Team Leader – Digital Banking Operations

Daythree Business Services – Shah Alam, Selangor

Role Description The Bilingual Team Leader – Digital Banking Operations is a full-time, on-site role based in Shah Alam. This role oversees day-to-day digital banking operations, ensuring service levels are met and customer inquiries are handled efficiently and accurately in multiple languages. The Team Leader manages and coaches a team of customer experience specialists, monitors performance metrics, and implements action plans to improve productivity and customer satisfaction. Daily responsibilities include reviewing operational reports, resolving escalated issues, coordinating workflow, and aligning procedures with regulatory and client requirements. The role also involves collaborating with cross-functional stakeholders to enhance processes, support training initiatives, and contribute to continuous improvement in digital banking service delivery.

Qualifications

• Strong customer-centric mindset with experience in digital banking, financial services, or customer service operations.
• Strong analytical skills with the ability to interpret data, monitor KPIs, and identify operational improvement opportunities.
• Proven operations management experience, including workflow management, quality assurance, SLA adherence, and process improvement.
• Strong people management skills, with experience in coaching, mentoring, and managing team performance.
• Fluent in English and Mandarin, with strong speaking, reading, and writing proficiency.
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers, stakeholders, and team members.
• Experience in digital banking, fintech, financial services, or contact center operations is highly advantageous.
• Willing to work on-site in Shah Alam, with a strong sense of accountability, reliability, and teamwork.