Customer Services Manager

6 months ago

Kuala Lumpur, Malaysia StashAway Full time

Customer Services Strategy Management:

- Formulate a strategic direction for the Customer Services team that is aligned with StashAway’s business objectives.
- The strategic direction should be driven by data insights and deep analysis along with review of new technologies.
- Break down the customer services strategy into key initiatives and projects to be distributed to the team leads for execution.
- Monitor and oversee these projects in the form of progress reporting, setting and measuring project KPIs, and resolve roadblocks for team leads.
- Be comfortable with change in prioritisation to adapt to market trends and/or business needs
- Operational Management:

- Lead, manage and coach the regional customer services team to achieve high levels of customer satisfaction and retention.
- Resolve escalated customer queries and complaints in a transparent, empathetic, and persuasive manner.
- Work with the team leads to organise the distribution of workload and scheduling customer services agents across the regional team to deliver our SLA promise.
- Own and manage the customer services team’s playbook (framework to operate the CS team and standardise customer responses where appropriate).
- Work with the compliance team to ensure compliance and governance throughout StashAway’s customer services processes and interaction with customers.
- Identify key customer queries and complaint patterns (driven by data analytics) to address the root cause of customer pain points.
- Execute a range of recurring tasks related to daily operations.
- Stakeholder Management
- Prepare factual data & insights to be reported to the Head of Department and C-suites on customer services matrix and progress on projects on a periodic basis.
- Be the voice of our customers to discuss and strategize with the respective departments on areas of improvement to deliver enhanced customer experiences. These departments may consist of Product, Compliance, Engineering, Marketing & CRM, Operations and others.
- Work with the Compliance team on internal and external process and compliance audits.

**Requirements**:

- At least 8 years of experience in customer service within a financial regulated organization (e.g. Banks, Insurance, Payments, etc).
- Led a team of at least 10 team members in the past
- Strong understanding of customer service and operational processes, investment products and high level financial markets trends.
- Strong data & analytics, organisational, and project management skills.
- Proficient in Zendesk or an equivalent customer ticketing system.
- Strong verbal and written communication abilities.
- Ability to work in a cross functional team with a diverse group of stakeholders.
- Comfortable working in a fast-paced, dynamic environment.
- Experience in a customer facing role within a Fintech or the financial industry.

**Benefits**

**Employee financial and physical well-being**
- Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
- Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply). Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

**Flexible work arrangements and policies**
- Work-from-home policy: You may choose to work from home or the office depending on what works best for you and your team.
- Work-from-anywhere policy: You may request to work remotely for up to eight weeks in another country.
- Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.
- Personal work equipment budget: It’s important that you have a workstation that’s optimal for you wherever you are.

**Learning and development opportunities**
- Discount on selected postgraduate courses with INTI: You will receive a 40% discount for the courses you enroll in. Your spouse or children are entitled to a 16% discount for courses they enroll in.

**Team bonding budget and initiatives**
- Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
- Annual off-sites (Oct): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.

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