Customer Support Team Leader

MyValiant; Kuala Selangor; On-site; MYR 150,000 - 200,000; Full time

Job summary

A reputable banking institution in Kuala Selangor is seeking an experienced team manager to oversee day-to-day operations related to onboarding, account management, payments, loans, and cards. The ideal candidate should have at least 6 years of relevant banking experience and 4 years in team management, along with strong problem-solving skills and a compliance-oriented mindset. This role involves providing coaching, ensuring operational standards are met, and collaborating with relevant teams to address operational challenges.

Qualifications

• Minimum of 6 years in banking, focused on onboarding/account management/payments/loans/cards.
• At least 4 years of experience managing a team.
• Ability to work independently and collaboratively.

Responsibilities

• Manage day-to-day operations of the onboarding/account management/payments/loans/cards team.
• Coach and oversee team performance.
• Process cases in compliance with operational standards.
• Collaborate with relevant teams to resolve operational issues.

Skills

Team management

Operational oversight

Coaching

Problem-solving

Compliance understanding

Process improvement

Attention to detail

Education

University degree or Masters

Job description

responsible for managing the team handling the day-to-day processes related to onboarding/account management/payments/loans/cards.

Duties and Responsibilities:

• Provide oversight of the team in day-to-day operational activities in onboarding/account management/payments/loans/cards processes
• Provide coaching for the team
• Ensure all assigned cases are processed in accordance to operational manual and standard operating procedures and within established SLAs.
• Ensure processes are performed in compliance with the Bank’s standards and regulatory requirements
• Collaborate with SG Last Mile team and any other relevant teams to review new, existing or potential operational problems, complaints and queries and ensure they are resolved promptly and satisfactorily.
• Regularly identify pain points and review operational insights of the process and work closely with SG Last Mile to recommend/drive enhancements where possible
• Ensure all errors/incidents are appropriately escalated and documented.
• Any other ad hoc duties as assigned

The Must-Haves:

• University degree or Masters
• At least 6 years of relevant banking experience in onboarding/account management/payments/loans/cards
• At least 4 year of relevant experience in managing a team
• Able to work independently and in a team
• Hardworking, self-driven, highly motivated and meticulous individual