Customer Service Ops Lead: Banking & Chatbots

Monee; Singapore; Hybrid; SGD 50,000 - 80,000; Full time

Job summary

Monee is a leading digital payments and financial services provider in Southeast Asia, part of Sea Limited, focused on improving the banking customer experience. This role centers on improving agent productivity and operational efficiency across the customer service function.

As a Customer Service Project Specialist - Operations, you will own CS systems, drive chatbot initiatives, and work with stakeholders to deliver PRD/BRD aligned roadmaps, ensuring strong service delivery and risk management.

Qualifications

• Bachelor’s degree or higher in any field.
• Strong written and verbal communication skills.
• Prior experience in contact centre support or similar role is a plus.
• Prior experience in banking/financial services is a plus.

Responsibilities

• Manage various customer service support functions including system management, data reporting and performance monitoring.
• Be the key product owner for systems used by CS, including ticketing, contact centre tools, and chatbots.
• Collaborate with stakeholders to define system requirements and PRD/BRD documents.
• Lead rollout and enhancement of chatbot and manage a team of chatbot agents.
• Drive end-to-end system enhancements to improve UX and efficiency.
• Plan and implement new projects to improve ops productivity, CX, and risk management.
• Use data analytics to generate insights for CS to improve performance.
• Monitor KPIs and drive achievement of business objectives.

Skills

Strong written and verbal comms

Contact centre experience

Banking/financial services experience

Education

Bachelor’s Degree or higher

Tools

Ticketing systems

Contact centre tools

Chatbot solutions

Job description

Monee is a leading digital payments and financial services provider in Southeast Asia, part of Sea Limited, focused on improving the banking customer experience. This role centers on improving agent productivity and operational efficiency across the customer service function.

As a Customer Service Project Specialist - Operations, you will own CS systems, drive chatbot initiatives, and work with stakeholders to deliver PRD/BRD aligned roadmaps, ensuring strong service delivery and risk management.