Customer Assurance Operations Lead - Operations, MariBank

Monee; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Monee in Singapore is seeking a Customer Assurance Lead to guide a team of agents, ensuring a culture of excellence and continuous improvement while aligning with bank risk and compliance requirements.

You will oversee complaints handling, analyze process trends, and drive improvements in customer experience by identifying root causes and coordinating with the Operations team.

Qualifications

• Bachelor’s degree or equivalent is required.
• 2+ years people management in an operations setting preferred.
• Experience in banking/financial services customer service or dispute handling preferred.
• Excellent verbal and written communication skills.
• Ability to multi-task, prioritize and manage time effectively.
• Strong analytical and problem-solving skills and stakeholder management.
• Good working knowledge of MS Office.

Responsibilities

• Lead and manage a team of customer assurance agents to foster a positive environment and culture of excellence and continuous improvement.
• Support Operations governance, ensuring processes and standards align with risk and compliance requirements.
• Oversee the Bank’s complaints handling, responsible for investigation, review and handling of complaints.
• Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience.

Skills

People management

Customer service

Dispute handling

Stakeholder management

Communication skills

Time management

Analytical thinking

Education

Bachelor’s degree or equivalent

Tools

MS Office

Job description

• Lead and manage a team of customer assurance agents, fostering a positive team environment and culture of excellence and continuous improvement.
• Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank’s risk and compliance requirements.
• Oversee the Bank’s complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.
• Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience.

Job Description

• Lead and manage a team of customer assurance agents, fostering a positive team environment and culture of excellence and continuous improvement.
• Support the Operations Department for internal governance, ensuring that the Operations processes and standards are in line with the Bank’s risk and compliance requirements.
• Oversee the Bank’s complaints handling, being responsible for the investigation, review and handling of complaints for the Bank.
• Conduct process and trend analysis to understand customer sentiment and root causes and drive areas of improvement in customer experience.

Requirements

• Possess Bachelor’s Degree or equivalent
• At least 2 years of people management experience in an Operations setting will be an advantage
• Prior experience with customer service and/or dispute handling in the banking / financial services sector is preferred
• Excellent verbal and written communication skills
• Ability to multi-task, prioritize and manage time effectively
• Strong analytical and problem solving ability as well as stakeholder management skills
• Good working knowledge of MS Office (Excel, Word)