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Sovereign’s Capital
Sovereign’s Capital

Digibank Malaysia Project - Customer Support LeadMalaysia



Customer Service
Posted on Friday, May 26, 2023

Get to know our Digital Bank Team:

Grab is leading a consortium for Digital Bank licence and building 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 the Role:

We are looking for an Ops Agent Lead, Shared Service Center. He/she will be responsible for managing the team handling the day-to-day processes related to onboarding/account management/payments/loans/cards.

Duties and Responsibilities:

  • Provide oversight of the team in day-to-day operational activities in onboarding/account management/payments/loans/cards processes

  • Provide coaching for the team

  • Ensure all assigned cases are processed in accordance to operational manual and standard operating procedures and within established SLAs.

  • Ensure processes are performed in compliance with the Bank’s standards and regulatory requirements

  • Collaborate with SG Last Mile team and any other relevant teams to review new, existing or potential operational problems, complaints and queries and ensure they are resolved promptly and satisfactorily.

  • Regularly identify pain points and review operational insights of the process and work closely with SG Last Mile to recommend/drive enhancements where possible

  • Ensure all errors/incidents are appropriately escalated and documented.

  • Any other ad hoc duties as assigned

The Must-Haves:

  • Diploma or university degree

  • At least 4 years of relevant banking experience in onboarding/account management/payments/loans/cards

  • At least 1 year of relevant experience in managing a team

  • Able to work independently and in a team

  • Hardworking, self-driven, highly motivated and meticulous individual

  • Possess good leadership with excellent communication, analytical, and problem solving skills

  • Being agile and able to work in a fast-changing environment, while possessing a positive attitude and can-do spirit

  • Able to perform shift work including weekends and public holidays when required

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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.

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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.