Head of Omnichannel Customer Support & Automation

YTL Digital Bank Berhad (Registration No. 202201037182 (1482879-P); Kuala Lumpur; On-site; MYR 220,000 - 360,000; Full time

Job summary

The Head of Customer Support at YTL Digital Bank Berhad leads the bank’s end-to-end customer support function, ensuring every interaction across voice, chat, email, and social media meets quality, compliance, and customer satisfaction standards.

This role owns the CMS, telephony and IVR systems, drives automation and continuous improvement to elevate First Contact Resolution and overall service quality.

Qualifications

• 10+ years in customer support/operations with 5+ years in leadership of large teams or outsourced partners
• Experience in banking, fintech or digital financial services preferred; familiarity with BNM requirements is a strong advantage
• Proven track record in omnichannel support (voice, chat, email, social) and driving CX metrics

Responsibilities

• Oversee Level 1 BPO and omnichannel operations to ensure high-quality service and customer satisfaction
• Own BNM-related escalations and regulatory inquiries with timely, compliant resolution and reporting
• Partner with Product, Technology, and Marketing to embed the voice of the customer into decisions
• Manage KPIs, SLAs, AHT, and drive CMS/telephony/IVR improvements to boost FCR and reduce repeat contacts

Skills

Omnichannel ops

Leadership

Stakeholder mgmt

CMS & IVR

Automation mindset

Regulatory awareness

Education

BA in Business/Finance/Law/Risk

Tools

CMS

Telephony systems

IVR configuration

Job description

The Head of Customer Support at YTL Digital Bank Berhad leads the bank’s end-to-end customer support function, ensuring every interaction across voice, chat, email, and social media meets quality, compliance, and customer satisfaction standards.

This role owns the CMS, telephony and IVR systems, drives automation and continuous improvement to elevate First Contact Resolution and overall service quality.