Customer Service Project Specialist - Operations, MariBank

Monee SG Private Limited; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Monee SG Private Limited is seeking a role focused on improving banking customer experience, customer service agent productivity, and operational efficiency across the CS function in Singapore. You will manage CS systems, lead chatbot initiatives, and work with cross-functional teams to optimize processes and data-driven insights.

The successful candidate will drive system enhancements, define requirements, and monitor KPIs to ensure service excellence in banking-related support.

Qualifications

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

Responsibilities

• Manage CS support functions including system management, data reporting, and performance monitoring.
• Own all CS systems used by the CS team (ticketing, contact centre tools, chatbot solutions).
• Collaborate with stakeholders to define system requirements and review PRD/BRD.
• Lead rollout and enhancement of chatbot and manage chatbot agents.
• Drive end-to-end system enhancements to improve user experience and efficiency.
• Plan and implement new projects to improve ops productivity, customer experience, and risk management.
• Leverage data analytics to generate actionable insights for CS performance.
• Monitor KPIs to ensure achievement of business objectives.
• Collaborate with CS Operations, Development, and Technical teams to address pain points.

Skills

System management

Data reporting

Performance monitoring

Chatbot management

Product ownership

Stakeholder collaboration

Data analytics

KPI tracking

Education

Bachelor’s Degree

Tools

Ticketing systems

Contact centre tools

Chatbot platforms

Job description

About Monee

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.

This role focuses on improving banking customer experience, customer service agent productivity, and operational efficiency across the customer service function.

• Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests
• Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customers)
• Collaborate with stakeholders to define system requirements, prioritize initiatives, review Product Requirements Document (PRD) and Business Requirements Document (BRD)
• Lead the rollout and enhancement of chatbot and manage a team of chatbot agents in ongoing iteration
• Drive system enhancements from end-to-end to improve user experience and efficiency
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience
• Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team
• Collaborate closely with Customer Service Operations, Development, and Technical teams to understand customer pain points, improve service processes, and enhance the overall customer journey

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