Head of Omnichannel Customer Support

Ryt Bank; Kuala Lumpur; On-site; MYR 240,000 - 420,000; Full time

Job summary

Ryt Bank is seeking a Head of Customer Support to lead end-to-end omnichannel operations, including voice, chat, email, web, and social channels. You will own BPO performance, manage regulatory escalations with BNM, and collaborate with Product, Technology, and Marketing to embed the voice of the customer in strategic decisions.

You will drive CMS, telephony, and IVR systems, optimise workflows, and pursue automation to improve FCR and efficiency.

Qualifications

• BA in Business, Finance, Law, Risk Management, or related field.
• At least 10 years in customer support/operations, with 5 years in leadership managing large teams or outsourced partners.
• Banking/fintech experience and familiarity with regulatory complaints handling are advantageous.
• Proven omnichannel experience across voice, chat, email, web, and social media.
• Hands-on experience configuring CMS, telephony, and IVR to improve First Contact Resolution.

Responsibilities

• Oversee Level 1 BPO across all channels to ensure high quality service delivery.
• Manage BNM-related escalations and regulatory inquiries with timely, accurate resolutions.
• Serve as the voice of the customer in collaborations with Product, Technology, and Marketing.
• Ensure KPIs, SLAs, and AHT targets are met with monitoring and corrective actions.
• Lead people management, set targets, and drive continuous improvement and vendor performance.

Skills

Omnichannel leadership

Regulatory compliance

Vendor management

Cross-functional collaboration

Performance management

Education

Bachelor's degree in Business/Finance/Law/Risk

Tools

CMS configuration

IVR systems

Telephony systems

Job description

Ryt Bank is seeking a Head of Customer Support to lead end-to-end omnichannel operations, including voice, chat, email, web, and social channels. You will own BPO performance, manage regulatory escalations with BNM, and collaborate with Product, Technology, and Marketing to embed the voice of the customer in strategic decisions.

You will drive CMS, telephony, and IVR systems, optimise workflows, and pursue automation to improve FCR and efficiency.