Customer Support & Ops Transformation Lead

GXS Bank; Petaling Jaya; Vor Ort; MYR 90.000 - 150.000; Vollzeit

Zusammenfassung

GXS Bank is building a high-impact Customer Support Team Lead role in Malaysia. You will establish and scale the offsite support function from Day 1, design roadmaps, manuals, and capacity plans, and lead daily operations with a strong focus on service excellence.

You will drive performance metrics, coach managers, and collaborate with CX and tech teams to push continuous improvement while ensuring governance and risk controls are in place.

Qualifikationen

• 8 years of relevant experience in a contact centre or customer service function within Financial Services or digital native companies.
• At least 8 years in a supervisory or managerial role.

Aufgaben

• Establish operations from scratch, define Day 1 and long-term support roadmaps, and develop operational manuals and capacity planning.
• Oversee daily service delivery, resolve escalated complaints, drive process optimization/automation, and manage governance and risk.
• Define and track key performance metrics (e.g., NPS, resolution time, customer satisfaction), recruit and coach high-performing talent, and foster a customer-centric culture.
• Collaborate with CX and technology teams to drive continuous improvement and share frontline insights.

Kenntnisse

Team leadership

Process optimization

Stakeholder management

Change management

Ausbildung

Bachelor’s degree in Business Administration/Business Information Systems

Tools

Salesforce

NICE

Avaya

Jobbeschreibung

GXS Bank is building a high-impact Customer Support Team Lead role in Malaysia. You will establish and scale the offsite support function from Day 1, design roadmaps, manuals, and capacity plans, and lead daily operations with a strong focus on service excellence.

You will drive performance metrics, coach managers, and collaborate with CX and tech teams to push continuous improvement while ensuring governance and risk controls are in place.