Head of Customer Support, Omnichannel & Automation

YTL Sea Digital Bank Project; Kuala Lumpur; On-site; MYR 180,000 - 300,000; Full time

Job summary

YTL Sea Digital Bank Project seeks a Head of Customer Support to lead the end-to-end contact center across voice, chat, email, web, and social channels. You will own Level 1 BPO performance and manage BNM escalations while partnering with Product, Technology, and Marketing to embed the voice of the customer into decisions.

The role requires senior leadership in omnichannel operations, CMS/IVR/telephony management, and a data‑driven approach to KPIs, SLAs, and AHT.

Qualifications

• BA in Business, Finance, Law, Risk Management, or related field.
• At least 10 years in customer support/service ops, with 5+ years in leadership managing large teams or outsourced BPO partners.
• Banking/fintech experience and familiarity with BNM complaints handling is a strong advantage.
• Proven track record managing omnichannel support operations across voice, chat, email, web and social media.

Responsibilities

• Oversee the Level 1 BPO across voice, chat, email, and web tickets; including social media, ensuring high quality service.
• Ensure customer satisfaction and experience across outsourced and internal touchpoints.

Skills

Omnichannel leadership

CMS/IVR/telephony configuration

Regulatory/compliance knowledge (BNM)

Vendor management

Data-driven performance management

Stakeholder management

Automation/AI opportunities in CX

Team leadership of large teams

Education

Bachelor's degree in Business/Finance/Law/Risk Management or related field

Tools

CMS

Telephony systems

IVR configurations

Job description

YTL Sea Digital Bank Project seeks a Head of Customer Support to lead the end-to-end contact center across voice, chat, email, web, and social channels. You will own Level 1 BPO performance and manage BNM escalations while partnering with Product, Technology, and Marketing to embed the voice of the customer into decisions.

The role requires senior leadership in omnichannel operations, CMS/IVR/telephony management, and a data‑driven approach to KPIs, SLAs, and AHT.