Team Lead, MY-SG Customer Hub, Customer Engagement
Maybank
- Co-lead daily operations of the Malaysia–Singapore Customer Hub , ensuring seamless customer experience for cross-border customers.
- Drive First-Visit Resolution (FVR) by guiding CSRs in resolving enquiries efficiently.
- Monitor operational performance including Average Waiting Time (AWT), service turnaround and productivity metrics.
- Manage escalated customer issues and ensure professional resolution aligned with Maybank's service standards.
- Develop CSR capabilities through structured coaching, training and knowledge sharing on MY-SG products.
- Ensure regulatory and operational compliance , including accurate processing within the Unified Customer Onboarding (UCO) system.
- Identify service improvement opportunities through customer feedback, walk-in trends and operational insights.
- Experience in customer service or service operation
- Demonstrated team leadership and people management capabilities
- Strong problem-solving and escalation handling skills for complex customer cases
- Ability to manage service operations under SLA targets and productivity benchmarks
- Multilingual proficiency, Bahasa Malaysia, English & Mandarin, would be an added advantage to better support a diverse range of customers visiting the Customer Hub
- Ability to analyze operational data and customer feedback to improve service delivery
- Comfortable working shift cycles and weekend schedules in a customer-facing environment
Job Requirement
Vacancy posted 11 days ago
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