Customer Assurance Operations Lead - Operations, MariBank Experienced (Individual Contributor) Singapore Operations

Monee; Singapore; Hybrid; SGD 90,000 - 130,000; Full time

Job summary

MariBank is seeking an experienced Customer Assurance Operations Lead to lead a team of agents and uphold governance in line with risk and compliance in the Operations department.

Ideal candidates have a Bachelor’s degree and at least 2 years of people management experience in Operations, with background in banking or financial services customer service or dispute handling. Strong communication and analytical skills are essential.

Qualifications

• Bachelor’s degree or equivalent required.
• 2+ years of people management in Operations is a plus.
• Experience in banking/financial services customer service or dispute handling preferred.
• Excellent verbal and written communication; strong multitasking and time management.

Responsibilities

• 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 processes and standards align with risk and compliance requirements.
• Oversee the Bank’s complaints handling, including investigation, review and resolution of complaints.
• Conduct process and trend analysis to understand customer sentiment and drive improvements in customer experience.

Skills

Communication

Analytical thinking

Problem solving

Stakeholder management

Time management

Education

Bachelor’s Degree or equivalent

Tools

MS Office (Excel, Word)

Job description

Customer Assurance Operations Lead - Operations, MariBank

Experienced (Individual Contributor)

Department Operations

Monee is a leading digital payments and financial services provider in Southeast Asia, with a growing presence in Latin America. Its mission is to better the lives of individuals and businesses in the region with financial services through technology.

Monee delivers a comprehensive range of digital financial products and services, including mobile wallets, payment processing, credit, banking, and insurtech. By leveraging technology and strategic partnerships, Monee aims to drive greater digital financial inclusion, convenience, and accessibility for individuals and small businesses across Southeast Asia and Latin America.

Monee is part of Sea Limited, a global technology company.

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)