Senior Manager, Operations Governance

TNG Digital Sdn Bhd; Kuala Lumpur; On-site; MYR 240,000 - 360,000; Full time

Job summary

TNG Digital Sdn Bhd in Kuala Lumpur, Malaysia, seeks a Senior Manager, Operations Governance to lead end-to-end governance of customer service across multiple channels. The role drives risk-aware programs, regulatory compliance, quality assurance, and data-driven improvements to customer experiences.

The successful candidate will build scalable governance, oversee complaint management, and advance AI-enabled solutions while partnering with Risk, Compliance, Product, and Technology teams to

Qualifications

• 8–12 years in Customer Service, CX, Service Quality, Complaint Management, Governance, Risk, or Operations.
• 4–6 years in a leadership role managing governance, quality assurance, CX, or customer operations teams.
• Experience within Digital Lending, FinTech, Digital Banking, Consumer Finance, BNPL, Telecommunications, or other high-volume customer service environments is highly preferred.
• Proven track record in establishing governance frameworks, improving customer outcomes, and driving operational excellence.

Responsibilities

• Establish and maintain a comprehensive Customer Service Governance Framework aligned with the organization's strategic objectives, risk appetite, and customer experience vision.
• Develop governance policies, service standards, operating procedures, and control mechanisms for customer service operations.
• Ensure consistent application of customer handling standards across all customer touchpoints.
• Monitor governance effectiveness and recommend improvements to strengthen customer outcomes.
• Drive accountability and service excellence across customer-facing teams.
• Oversee enterprise-wide complaint management and escalation processes.
• Ensure customer complaints are investigated, resolved, and reported within established service level agreements and regulatory requirements.
• Monitor complaint trends, root causes, customer pain points, and emerging issues.
• Lead initiatives to reduce recurring complaints and improve customer satisfaction.
• Present complaint analysis and customer insights to senior management.
• Ensure customer service practices comply with applicable regulatory requirements, internal policies, and industry standards.
• Partner closely with Compliance and Risk teams to ensure customer treatment remains fair, ethical, and transparent.
• Drive adherence to customer disclosure, communication, and conduct requirements.
• Coordinate regulatory reviews, audits, and inspections relating to customer service operations.
• Monitor and report customer conduct risks and remediation activities.
• Establish quality assurance frameworks for customer interactions across voice, digital, email, chat, and social channels.
• Define service quality standards, evaluation methodologies, and monitoring mechanisms.
• Oversee customer interaction reviews and service quality assessments.
• Ensure quality findings are translated into actionable improvement initiatives.
• Drive continuous enhancement of customer journey and customer experience processes.
• Develop and maintain customer service governance dashboards and performance reporting.
• Monitor key service indicators including: CSAT, NPS, FCR, Complaint Resolution Turnaround Time, Service Level Achievement, Quality Assurance Scores, CES.
• Provide strategic insights and recommendations to improve customer experience.
• Identify emerging customer risks through data analysis and trend monitoring.
• Champion responsible adoption of AI and intelligent technologies within customer service operations.
• Drive implementation of AI-enabled capabilities such as: Complaint analytics, Customer sentiment analysis, Quality assurance automation, Voice analytics, Customer behaviour insights, Predictive customer risk detection, Virtual assistant and chatbot governance.
• Establish governance standards relating to AI-driven customer interactions.
• Ensure AI solutions operate in a fair, ethical, transparent, and customer-centric manner.
• Leverage data analytics and automation to improve operational efficiency and customer outcomes.
• Identify and manage operational, conduct, regulatory, and reputational risks arising from customer interactions.
• Establish risk indicators and monitoring mechanisms for customer service operations.
• Ensure effective escalation and remediation of customer service control gaps.
• Support operational risk assessments and control testing activities.
• Partner with Risk and Compliance teams on governance reviews and risk mitigation initiatives.
• Work closely with Operations, Compliance, Risk, Product, Technology, Legal, Marketing, and Collections teams.
• Act as the governance representative for customer service matters during regulatory reviews and audits.
• Influence cross-functional improvements to strengthen customer experience and operational effectiveness.
• Facilitate governance committees, service review meetings, and customer experience forums.

Skills

Governance

Leadership

Customer Experience

Risk & Compliance

Data Analytics

AI & Automation

Stakeholder Management

Regulatory Knowledge

Education

Bachelor's degree in Business Administration / Customer Experience Management / Communications / Finance / Banking / Operations Management

Job description

# Senior Manager, *Operations Governance*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* 1. Customer Service Governance & Oversight* Establish and maintain a comprehensive Customer Service Governance Framework aligned with the organization's strategic objectives, risk appetite, and customer experience vision.* Develop governance policies, service standards, operating procedures, and control mechanisms for customer service operations.* Ensure consistent application of customer handling standards across all customer touchpoints.* Monitor governance effectiveness and recommend improvements to strengthen customer outcomes.* Drive accountability and service excellence across customer-facing teams.* 2. Complaint Management & Customer Resolution* Oversee enterprise-wide complaint management and escalation processes.* Ensure customer complaints are investigated, resolved, and reported within established service level agreements and regulatory requirements.* Monitor complaint trends, root causes, customer pain points, and emerging issues.* Lead initiatives to reduce recurring complaints and improve customer satisfaction.* Present complaint analysis and customer insights to senior management.* 3. Regulatory Compliance & Conduct Management* Ensure customer service practices comply with applicable regulatory requirements, internal policies, and industry standards.* Partner closely with Compliance and Risk teams to ensure customer treatment remains fair, ethical, and transparent.* Drive adherence to customer disclosure, communication, and conduct requirements.* Coordinate regulatory reviews, audits, and inspections relating to customer service operations.* Monitor and report customer conduct risks and remediation activities.* 4. Quality Assurance & Service Excellence* Establish quality assurance frameworks for customer interactions across voice, digital, email, chat, and social channels.* Define service quality standards, evaluation methodologies, and monitoring mechanisms.* Oversee customer interaction reviews and service quality assessments.* Ensure quality findings are translated into actionable improvement initiatives.* Drive continuous enhancement of customer journey and customer experience processes.* 5. Customer Insights & Performance Analytics* Develop and maintain customer service governance dashboards and performance reporting.* Monitor key service indicators including:* Customer Satisfaction (CSAT)* Net Promoter Score (NPS)* First Contact Resolution (FCR)* Complaint Resolution Turnaround Time* Service Level Achievement* Quality Assurance Scores* Customer Effort Score (CES)* Provide strategic insights and recommendations to improve customer experience.* Identify emerging customer risks through data analysis and trend monitoring.* 6. AI, Automation & Digital Governance* Champion responsible adoption of AI and intelligent technologies within customer service operations.* Drive implementation of AI-enabled capabilities such as:* Complaint analytics* Customer sentiment analysis* Quality assurance automation* Voice analytics* Customer behaviour insights* Predictive customer risk detection* Virtual assistant and chatbot governance* Establish governance standards relating to AI-driven customer interactions.* Ensure AI solutions operate in a fair, ethical, transparent, and customer-centric manner.* Leverage data analytics and automation to improve operational efficiency and customer outcomes.* 7. Risk Management & Operational Controls* Identify and manage operational, conduct, regulatory, and reputational risks arising from customer interactions.* Establish risk indicators and monitoring mechanisms for customer service operations.* Ensure effective escalation and remediation of customer service control gaps.* Support operational risk assessments and control testing activities.* Partner with Risk and Compliance teams on governance reviews and risk mitigation initiatives.* 8. Stakeholder Management* Work closely with Operations, Compliance, Risk, Product, Technology, Legal, Marketing, and Collections teams.* Act as the governance representative for customer service matters during regulatory reviews and audits.* Influence cross-functional improvements to strengthen customer experience and operational effectiveness.* Facilitate governance committees, service review meetings, and customer experience forums.* 9. Leadership & Team Development* Lead and develop a high-performing customer service governance team.* Foster a culture of customer-centricity, compliance, accountability, and continuous improvement.* Build team capabilities in governance, customer analytics, quality assurance, and AI-enabled service management.* Drive organizational awareness of customer conduct and customer experience excellence.#### Requirements* Bachelor's Degree in Business Administration, Customer Experience Management, Communications, Finance, Banking, Operations Management, or a related discipline.* Minimum 8-12 years of experience in Customer Service, Customer Experience, Service Quality, Complaint Management, Governance, Risk, or Operations functions.* Minimum 4-6 years in a leadership role managing governance, quality assurance, customer experience, or customer operations teams.* Experience within Digital Lending, FinTech, Digital Banking, Consumer Finance, E-Wallet, BNPL, Telecommunications, or other high-volume customer service environments is highly preferred.* Proven track record in establishing governance frameworks, improving customer outcomes, and driving operational excellence.