Customer Service Support Lead - Maribank

About the team:

This role sits within the Customer Service team and supports the MariBank customer servicing operations. The 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
• Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management
• 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)
• 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
• Manage a team of support agents in their daily BAU work
• 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, Product, 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