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Sovereign’s Capital
Sovereign’s Capital

Digibank Malaysia Project - Lead, Customer SupportMalaysia



Customer Service
Posted on Friday, April 28, 2023

Get to know our Digital Bank Team:

Grab is leading a consortium for Digital Bank license and build a bank with the right foundation - using data, technology and trust to solve problems and serve customers. We have big dreams to unlock and financial inclusion for people in our region is just one. If you have what it takes, help build our new Digibank with us.

Get to know our Team:

We are living in exciting times. Technology is reshaping how we live, and we want to use it to

redefine how financial services are offered. Grab Digibank has big dreams to build a digital bank

with the right foundation - using data, technology and trust to solve problems and serve customers.

We design and provide products and services that empower our customers to enjoy greater banking

convenience while they extract more value from their money. In particular, we are focused on

promoting and developing healthy saving and investment practices across generations.

Get to know the Role:

The Contact Services (CS) team is responsible for developing, shaping and executing a holistic

customer experience strategy for Digibank. We advocate for customers, think in their shoes and

embrace a strong sense of ownership & accountability to solve customer problems and pain

points. We are obsessed with delivering “wow” experiences to win the hearts of our customers.

Within the Contact Services function, the team is tasked to deliver effortless and delightful

customer experience to our customers. Customer Support Lead will lead the strategic planning and delivery of the overall Customer Experience & Support Operations. As the founding leader of the customer support team, you will have the exciting challenge to build this team from scratch - from defining the experiences, processes and platform requirements to building the entire operations of the team (scorecard, empowerment matrix, recruitment, capacity planning). We are looking for an experienced Contact Centre Lead who is ready to take this on!

To succeed in the role, you need to lead and inspire your teams to excellence through strong

people management fostering a culture of customer-centricity, accountability, ownership and

building strong staff engagement. You will be responsible for ensuring our customer experience

is best in class and ensuring that each customer interaction is handled with care and diligence by the team. You will 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.

Customer Support Team Setup:

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

  • Define the strategic roadmap for customer service - 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

Operational Excellence:

  • 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, always ensuring exceptional service delivery by the team.

  • Resolve any escalated customer complaints and manage any trends or risks identified, which include policy/process improvements.

  • Review operational process/operational flows to drive optimisation and automation, where possible

  • Provide effective oversight on operational risk and governance

Performance Management:

  • 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; ensuring all departmental KPIs and customer service metrics are met

  • 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 Customer Support (CS) executives to ensure the delivery of superior customer experience throughout the customers’ journey across all channels (Live chat, voice, email, social media & etc.)

  • Manage and coach the team leads and provide support in managing CS 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 CS Team Leads (e.g. Process & Service Excellence, Analytics etc) to drive strategic CS 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

  • The role required candidate to manage potentially multiple markets

The must haves:

  • At least 15 years of relevant experience in a Contact Centre / Customer Service function in the Financial Services industry or Digital Natives companies, with a minimum 10 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. CRM, 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

  • Ambitious, self-driven and highly motivated individual who can work well in a startup VUCA (Volatile, Uncertain, Complex, Ambiguous) environment. Should have a deep desire to excel and develop a career in a fast growing tech company. Should have demonstrated integrity and respect in the performance of their duties.

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 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 resourceful

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Equal opportunity

Grab is an equal opportunity employer. We owe our success to the talents of our globally-diverse team and the varying perspectives they add to our thriving community.

Recruitment agencies

Grab does not accept unsolicited resumes sent by recruiting agencies. Please do not forward resumes to our job postings, Grab employees or other parts of the business. Grab will not be liable to pay any fees to agencies for candidates hired as a result of unrequested resumes.