Customer Service Support Lead - Maribank Experienced (Individual Contributor) Singapore Operations

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

Customer Service Project Specialist - 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.

About the team:

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

Job Description:

• 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

Requirements:

• 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