Customer Assurance Operations Lead — Singapore

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

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.