Head of Operations & Customer Experience

Boost Bank; Kuala Lumpur; On-site; MYR 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Head of Operations and Customer Experience to lead the banking division's daily operations. This pivotal role involves strategic planning, operational management, and the implementation of best practices to ensure efficiency and compliance while enhancing customer satisfaction. You will collaborate with senior management to drive operational excellence, oversee transaction processing, and manage customer service initiatives. If you have a passion for operational leadership and a commitment to customer experience, this opportunity is perfect for you.

Qualifications

• 8+ years of experience in operations within banking or financial services.
• Strong understanding of e-KYC and AML regulations.

Responsibilities

• Lead daily operations to ensure compliance and customer satisfaction.
• Develop and execute strategies to enhance operational efficiency.

Skills

Operational Management

Customer Experience Strategy

Risk Management

Analytical Skills

Leadership

Communication Skills

Education

Bachelor's Degree in Business or Finance

Master's Degree (preferred)

Job description

The Head of Operations and Customer Experience will lead and oversee the daily operations of the banking division to ensure efficiency, compliance, and customer satisfaction. This role involves strategic planning, operational management, and the implementation of best practices to streamline banking processes and support the bank's growth objectives.

The day-to-day Activities:

• Develop and execute operational strategies aligned with the bank’s overall business goals.
• Provide leadership and direction to the operations team, ensuring high performance and professional development.
• Collaborate with senior management to drive operational excellence and innovation.
• Oversee daily banking operations including transaction processing, customer service, loan servicing, and fraud operation and compliance.
• Implement and monitor processes to enhance operational efficiency and effectiveness.
• Manage the integration of new technologies and systems to streamline operations.
• Ensure all banking operations comply with regulatory requirements and internal policies.
• Develop and enforce risk management strategies to mitigate operational risks.
• Design and execute customer experience strategies to enhance satisfaction and loyalty.
• Analyze customer feedback and performance metrics to identify areas for improvement
• Develop and implement initiatives to meet and exceed customer expectations.
• Establish and monitor key performance indicators (KPIs) for operations and customer experience.
• Recruit, train, and mentor operations staff to build a high-performing team.
• Foster a collaborative and productive work environment.
• Identify areas for process improvement and implement changes to optimize operational workflows.
• Lead projects aimed at enhancing operational efficiency and service quality.
• Manage relationships with external vendors and service providers to ensure effective delivery of services.

The must have:

• Candidate should have 8+ years of experience in similar job and environment
• Prior experience in a digital bank, financial institution, or similar industry with a strong understanding of e-KYC and AML regulations and practices is a plus point
• Understands Bank Negara Malaysia (BNM) policies related to onboarding
• Ability to handle sensitive and confidential information with the utmost professionalism and integrity
• Good communications skills, hands on, independent and proactive in carrying out investigation on customers and/or transactions
• Strong analytical skills with the ability to assess complex customer information and identify potential risks or red flags
• Good team player.
• Adaptability working in a diverse environment, evolving regulatory requirements and organizational changes