Experienced Customer Support Team Lead – Digital Banking Operations

At arenaflex, we're revolutionizing the way financial services are offered by harnessing the power of technology. As a leading communications group and technology company in Southeast Asia, we're committed to unlocking financial inclusion for all Southeast Asians. Our vision is to empower customers to enjoy greater banking convenience while extracting more value from their money. We're passionate about promoting and developing healthy saving and investment practices across generations.

Join Our Journey

We're seeking an experienced Customer Support Team Lead to lead the strategic planning and delivery of our Customer Experience Operations in our shared service center. As the leader of our offsite customer support team, you'll have the exciting challenge of building this team from scratch, defining the experiences, processes, and platform requirements, and establishing the entire operations of the team. If you're a seasoned Contact Centre Head with a passion for delivering exceptional customer experiences, we want to hear from you!

About the Role

As the Customer Support Team Lead, you'll be responsible for leading and inspiring your teams to excellence through strong people management, fostering a culture of customer-centricity, accountability, ownership, and building strong staff engagement. You'll ensure our customer experience is best-in-class, and each customer interaction is handled with care and diligence by the team. You'll also provide a supportive environment to shape a culture within the customer support team that allows feedback and ideas from both customers and staff to be heard and actioned upon.

Key Responsibilities

* Establish the customer support operational team from the ground-up

• Define the strategic roadmap for customer service, including Day 1 support experience and longer-term roadmap (services offered, channel SLA, success metrics focusing on both customer experience and operational excellence, how we might scale the CS operations)
• Develop the department operational manual (identify risks and controls needed, frontline scorecard, quality and training requirements, etc.)
• Define the processes, system requirements (for CRM & Omnichannel platform), capacity planning
• Responsible for the strategic planning and execution of the overall Customer Experience Operations and the day-to-day service delivery
• Act as the custodian for customer experience, ensuring exceptional service delivery at all times by the team
• Resolve any escalated customer complaints and manage any trends or risks identified
• Review operational process/operational flows to drive optimisation and automation, where possible
• Provide effective oversight on operational risk and governance
• Establish and own CS operational metrics (e.g., including but not limited to contacts, handling time, resolution, satisfaction, and NPS metrics, etc.) and service quality standards to drive customer service excellence across multiple customer touch points
• Delivering service level and operational goals while achieving overall cost and revenue targets
• Monitor performance of teams through team leaders to achieve quality targets and continuously improve service delivery
• Manage resourcing requirements for smooth operations of the team

Team Management

* Recruit, manage, and retain a team of high-performing and highly engaged CE executives to ensure the delivery of superior customer experience throughout the customers' journey across all channels (Live chat, voice, email, social, etc.)

• Manage and coach the team leads and provide support in managing CX executives
• Ensure continuous staff development by enhancing employee engagement, level of service, product knowledge, and required skills
• Build a highly engaged and motivated team through a positive and supportive leadership style

Continuous Improvement & Innovation

* Build relationships with the wider digital bank team to embed customer centricity and share frontline insights with the broader team for improvement opportunities

• Collaborate with the broader CX team leads (e.g., Process & Service Excellence, Analytics, etc.) to drive strategic CX initiatives to continually improve customer experience and raise customer service standards
• Work closely with technology team to ensure adequate support for operational requirements and system enhancements

Minimum Experience and Qualifications

* At least 8-10 years of relevant experience in a Contact Centre / Customer Service function in the Financial Services industry or Digital Natives companies, with a minimum 8 years of supervisory / managerial experience

• The ideal candidate will have extensive experience leading large contact centre or back office administration teams, from strategic and operational perspectives
• Experience in leading contact centre transformation projects (assessing BPOs, feasibility studies of in-house vs outsourced model)
• Experience in CS Operations, Operational Excellence, Workforce Management, Quality and Training, Compliance, Operational Risk, or a related discipline preferred, ideally in more than one of these disciplines
• Experience with Customer Experience platforms / Contact Centre technologies (e.g., Salesforce, NICE, Avaya)
• Strong ability to coach, guide, and mentor employees at various levels and stages of their career
• Strong experience and evidence of collaboration, excellent negotiation skills, and the ability to effectively manage conflict
• Certification in Design Thinking / Human Centered Design is highly preferred
• Bachelor's Degree in Business Administration, business information systems, or related disciplines

Desired Personal Qualities

* Strategic thinking, Problem solver, proactive, resourceful, independent, and technologically savvy

• Passionate about driving operational excellence with a strong customer-oriented mindset
• Proven experience building and leading diverse, high-performing teams as a people leader
• Inspirational leader who promotes a collaborative and supportive working environment and encourages a team culture of continuous self-development
• Effective communicator who can communicate complex issues in an easy-to-understand format and able to identify, establish, and build strong relationships across a broad range of internal and external stakeholders
• Possess a 'growth mindset' and nimble learning agility to identifying and drive new thinking with strong business and financial acumen
• Analytical thinker with strong quantitative skills and demonstrated experience in developing actionable insights and ability to problem-solve resourcefully

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Access to cutting-edge technology and tools
• Flexible working arrangements and work-life balance

How to Apply

If you're a motivated and experienced Customer Support Team Lead looking for a new challenge, please submit your application, including your resume and a cover letter, to [builtin.com/job/customer-support-team-lead/4409484](http://builtin.com/job/customer-support-team-lead/4409484). We can't wait to hear from you! Apply for this job