Senior Customer Support Leader - Omnichannel & Compliance

Ryt Bank

Kuala Lumpur

On-site

MYR 300,000 - 540,000

Full time

3 days ago

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Job summary

YTL Digital Bank Berhad (Ryt Bank) seeks a Head of Customer Support to lead end-to-end service across voice, chat, email, web, and social channels. You will own Level 1 BPO performance, oversee regulatory escalations, and partner with Product, Tech, and Marketing to embed customer insights into decisions.

You will drive systems, automation, and process improvements for CMS, telephony, and IVR, aiming to raise First Contact Resolution and overall service quality while building a high-performing,

Qualifications

10+ years in customer support/ops.
Minimum 5 years in a leadership role managing large teams or outsourced BPO.
Experience in banking/fintech and familiarity with BNM complaints handling.

Responsibilities

Oversee Level 1 BPO across voice, chat, email, web, and social media.
Ensure customer satisfaction and experience across all touchpoints.
Own management of BNM related escalations and regulatory inquiries.
Collaborate with Product, Technology, and Marketing to embed customer insights into decisions.
Drive performance, systems, and automation including CMS, telephony, and IVR to improve FCR.
Lead team, set targets, and manage vendor relationships and contracts.

Skills

Leadership

Omnichannel operations

CMS configuration

IVR setup

Vendor management

KPIs & SLAs

Education

BA in Business, Finance, Law, Risk Management, or related field

Tools

CMS

Telephony systems

IVR systems

Job description

You will drive systems, automation, and process improvements for CMS, telephony, and IVR, aiming to raise First Contact Resolution and overall service quality while building a high-performing,

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