Customer Service Lead (Manager) - Banking

We are seeking a highly motivated and experienced Customer Service Lead to manage our customer service operations in the banking sector. This role involves leading a team, improving customer experience, and ensuring service excellence by aligning with regulatory and organizational standards.

• Lead, mentor, and manage a team of customer service officers, ensuring high performance and service quality.
  
• Oversee day-to-day customer service operations, ensuring smooth execution of processes and adherence to banking standards.
  
• Develop and implement strategies to improve customer satisfaction, service delivery, and operational efficiency.
  
• Handle escalated customer issues with professionalism and provide effective resolutions.
  
• Collaborate with cross-functional teams (operations, compliance, IT, etc.) to enhance customer experience.
  
• Monitor and analyze key service metrics, preparing regular reports for senior management.
  
• Ensure compliance with banking policies, procedures, and regulatory requirements (e.g., BNM guidelines).
  
• Identify training needs and conduct regular coaching sessions for team members.
  
• Drive digital adoption and encourage customers to use self-service and digital banking platforms.
  
• Stay updated on banking trends, customer behavior, and best practices to continuously improve service standards.
  

• Bachelor�s degree in Business Administration, Banking & Finance, or related field.
  
• Minimum 6-8 years of experience in customer service within the banking or financial services sector, with at least 3 years in a leadership/managerial role.
  
• Strong understanding of banking products, services, and regulatory requirements.
  
• Excellent leadership, interpersonal, and conflict-resolution skills.
  
• Ability to manage high-pressure situations and deliver quick, effective solutions.
  
• Proficiency in using CRM systems and digital banking platforms.
  
• Strong analytical and problem-solving abilities with a customer-centric mindset.
  

Job Types: Full-time, Contract

Contract length: 12 months

Pay: RM10,000.00 - RM13,000.00 per month

Schedule:

• Rotational shift
  

Work Location: In person