Team Leader - BFSI - Mandarin Speaker

Teleperformance Malaysia Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Annual leave entitlements

Professional training programmes

Performance incentives

Job summary

Teleperformance Malaysia Sdn Bhd is seeking an experienced Team Leader (Mandarin-speaking) to lead a BFSI team in Kuala Lumpur. You will drive operational excellence, coach staff, and ensure high-quality service for Mandarin-speaking clients while aligning with regulatory requirements.

The role requires at least 2 years in BFSI and proven leadership, with fluency in Mandarin and strong English. A 24/7 shift pattern is expected, with night allowances where applicable.

Qualifications

• Minimum 2 years BFSI industry experience.
• Proven team leadership experience (1–2 years).
• Fluent Mandarin (spoken and written).
• Strong English proficiency.
• Solid BFSI product, processes, compliance knowledge.
• Leadership, coaching, and people-management skills.
• Able to work in 24/7 rotation shift pattern.

Responsibilities

• Lead, coach, and motivate team members to achieve KPIs related to productivity, quality, customer satisfaction, and revenue/targets.
• Monitor daily operations, performance metrics, and service levels; implement corrective actions to meet or exceed targets.
• Provide hands-on guidance, performance feedback, and development plans for team members.
• Handle complex customer escalations and high-value client interactions, particularly with Mandarin-speaking customers.
• Ensure strict adherence to BFSI regulatory requirements, internal policies, compliance standards, and risk management procedures.
• Collaborate with cross-functional teams to improve processes and resolve issues.
• Conduct regular team meetings, training sessions, and performance reviews.
• Analyse team performance data and prepare reports for management.
• Support recruitment, onboarding, and continuous training of new team members.
• Drive a customer-centric culture and continuous improvement initiatives within the team.

Skills

Team leadership

Mandarin proficiency

English proficiency

Communication

Stakeholder management

Problem solving

Multitasking

Education

Diploma or Bachelor’s degree in Business/Finance/Banking

Job description

We are seeking an experienced and motivated Team Leader (Mandarin-speaking) to join our BFSI (Banking, Financial Services & Insurance) team. The successful candidate will lead a team of professionals, drive operational excellence, ensure high-quality service delivery, and support business growth while leveraging strong Mandarin language skills to serve Chinese-speaking clients and stakeholders.

Key Responsibilities

Lead, coach, and motivate team members to achieve individual and team KPIs related to productivity, quality, customer satisfaction, and revenue/targets.

Monitor daily operations, performance metrics, and service levels; implement corrective actions to meet or exceed targets.

Provide hands‑on guidance, performance feedback, and development plans for team members.

Handle complex customer escalations and high‑value client interactions, particularly with Mandarin‑speaking customers.

Ensure strict adherence to BFSI regulatory requirements, internal policies, compliance standards, and risk management procedures.

Collaborate with cross‑functional teams (Sales, Risk, Compliance, Operations, Product) to improve processes and resolve issues.

Conduct regular team meetings, training sessions, and performance reviews.

Analyse team performance data and prepare reports for management.

Support recruitment, onboarding, and continuous training of new team members.

Drive a customer‑centric culture and continuous improvement initiatives within the team.

Requirements

Minimum 2 years of experience in the BFSI industry (Banking, Financial Services, or Insurance).

Proven team leadership experience (minimum 1–2 years supervising or leading a team preferred).

Fluent Mandarin (spoken and written) – ability to communicate effectively with Chinese‑speaking clients and colleagues is essential. Strong English proficiency is also required.

Solid understanding of BFSI products, processes, compliance, and customer service standards.

Strong leadership, coaching, and people‑management skills.

Excellent communication, problem‑solving, and stakeholder management abilities.

Results‑oriented with a track record of meeting or exceeding targets.

Ability to work under pressure and manage multiple priorities in a fast‑paced environment.

Diploma or Bachelor’s degree in Business, Finance, Banking, or a related field preferred.

Must be able to work in 24/7 rotation shift pattern(Include Nightshift - allowance will be given).

What we offer

Teleperformance Malaysia Sdn Bhd is committed to creating a supportive and rewarding work environment. We offer our employees:

Competitive salary package commensurate with experience and qualifications

Comprehensive benefits including health insurance and annual leave entitlements

Career development and advancement opportunities within our growing organisation

Professional training programmes to enhance your leadership and technical skills

Performance incentives and bonuses based on team and individual achievements

A collaborative and inclusive workplace culture that values diversity and promotes employee wellbeing

Work‑life balance initiatives and flexible working arrangements where applicable

Only shortlisted will get contacted.

About us

Teleperformance Malaysia Sdn Bhd is a leading global provider of omnichannel customer experience and digital business services. With a presence in multiple countries and a commitment to excellence, we partner with leading brands to deliver exceptional customer experiences. Our organisation is built on the foundation of innovation, integrity, and a deep commitment to customer satisfaction. We believe that our employees are our greatest asset, and we are dedicated to fostering a workplace culture that encourages professional growth, creativity and collaboration. At Teleperformance, we pride ourselves on our ability to adapt to evolving market needs whilst maintaining the highest standards of service quality and employee engagement.