Customer Support Team Manager

GX Bank Berhad; Petaling Jaya; Sur place; MYR 90 000 - 130 000; Plein temps

Résumé du poste

GX Bank Berhad seeks a dynamic leader to head its contact center operations in Malaysia. You will coach and develop a high-performing team across live chat, voice, email, and social media, driving improved customer outcomes and service quality.

With hands-on CRM and contact center tech experience, you will own performance metrics, stakeholder collaboration, and a culture of continuous improvement while supporting flexible scheduling across shifts.

Qualifications

• 4+ years in a contact centre / customer service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.
• 2+ years directly managing, coaching, and developing teams.
• Hands-on knowledge of CRM systems, contact center software, MS Office, and Google Suite.
• Strong problem-solving skills, initiative, high attention to detail, and a genuine concern for delivering high-quality outcomes for customers.
• Open to working flexible schedules, including shift rotations, weekends, and Public Holidays.

Responsabilités

• Lead & Inspire: coach, motivate, and develop a team of high-performing executives across live chat, voice, email, and social media channels.
• People Ownership: take accountability for team performance, coaching culture, retention, engagement, conflict resolution, and attendance management.
• Data-Driven Strategy: translate business intelligence data into actionable performance plans for your team members.
• Escalation Excellence: resolve escalated customer issues with sound business judgment, protecting GX Bank's reputation and values.
• Process & Tech Innovation: work with contact center tech, CRM systems, and channel strategies to improve operations.
• Culture Champion: conduct coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

Connaissances

People leadership

Decision making

Problem solving

Communication

Outils

CRM systems

Contact center software

MS Office

Google Suite

Description du poste

Who We Are

GXBank is the FIRST digital bank in Malaysia approved by Bank Negara Malaysia (BNM). Backed by Grab, our mission is simple yet powerful: to leverage cutting-edge technology to serve the unserved and underserved—the everyday Malaysians and MSMEs who need it most. We are a team driven by passion, innovation, and a shared purpose to redefine the financial landscape. If you're tired of legacy systems and want to build something that truly matters, you belong here.

What you'll be doing

• Lead & Inspire: Coach, motivate, and develop a team of high-performing executives across live chat, voice, email, and social media channels.
• People Ownership: Take full accountability for team performance, coaching culture, retention, engagement, conflict resolution, and attendance management.
• Data-Driven Strategy: Translate business intelligence data into actionable performance plans for your individual team members.
• Escalation Excellence: Resolve escalated customer issues using sound business judgment, protecting and enhancing GX Bank's reputation and values.
• Process & Tech Innovation: Work closely with contact center servicing technologies, CRM systems, and channel strategies to continuously improve operations.
• Culture Champion: Conduct impactful coaching conversations to reinforce GX Bank values and build an inclusive, feedback-rich environment.

What you bring

• Minimum of 4 years in a Contact Centre / Customer Service environment within financial institutions, payments, cards, digital banks, e-wallets, or acquirers.
• Minimum of 2 years directly managing, coaching, and developing teams.
• Solid hands‑on knowledge of CRM systems, contact center software, MS Office, and Google Suite.
• Strong problem‑solving skills, initiative, high attention to detail, and a genuine concern for delivering high-quality outcomes for customers.
• Open to working flexible schedules, including shift rotations, weekends, and Public Holidays.

GX Bank Berhad (GXBank) is Malaysia’s first digital bank that commenced operation on 1 September 2023. With a workforce of more than 95% Malaysians from both the finance and technology sectors, the bank aims to disrupt the current banking industry with customised innovative solutions that empower Malaysians to be financially resilient and support their financial goals. Powered by Grab, GXBank is a subsidiary of GXS Bank Pte. Ltd., – the digital bank joint venture between Grab Holdings Limited and Singapore Telecommunications Limited (Singtel) – and a consortium of other Malaysian investors, including Kuok Group.