Manager, Business Operations Support

2 weeks ago


Subang Jaya, Malaysia Malacca Securities Sdn Bhd Full time

1. Team Leadership and Management:

- Lead, motivate, and mentor a team of customer service representatives to ensure exceptional performance and professional growth.
- Conduct regular team meetings, provide coaching, feedback, and training to enhance team members' skills.

2. Operational Oversight:

- Collaborate with different departments to ensure seamless customer journey & experience.

3. Issue Resolution & Escalation and Crisis Management:

- Act as an escalation point for complex client issues, working with team members and other departments to resolve challenges promptly.
- Ensure that all client concerns are handled professionally and resolved to the client's satisfaction.
- Lead the team in managing critical situations, such as market disruptions or technical issues, ensuring clients are informed and supported.

4. Process Improvement:

- Identify opportunities to streamline customer service processes, enhance efficiency, and improve the overall client experience.
- Collaborate with internal stakeholders to implement improvements and monitor their effectiveness.

5. Reporting and Analysis:

- Monitor customer service metrics, including response times, resolution rates, and client feedback, to identify trends and areas for improvement.
- Generate regular reports for management, providing insights into the team's performance and suggesting actionable recommendations.

6. Training and Development:

- Develop training programs to enhance team members' product knowledge, customer service skills, and understanding of regulatory requirements.
- Organize ongoing training sessions to keep the team updated on market trends, new products, and industry developments.

7. Client Feedback Analysis:

- Gather and analyze client feedback to identify areas of improvement and implement strategies to enhance overall customer satisfaction.

8. Willingness to Go Extra Miles:

- Willing to work in shifts & back-up team members whenever its needed
- Working out of working hours to get all issues resolved

**Job Requirements**:
1. Bachelor's degree in finance, business administration, or a related field

2. 5 years experience in customer service within the stockbroking or financial industry.

3. Strong understanding of financial markets, trading platforms, investment products, and stockbroking operations.

4. Exceptional leadership and team management skills.

5. Excellent communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders.

6. Problem-solving aptitude and the ability to handle complex client issues.

8. Strong analytical skills for monitoring and improving customer service metrics.

9/ Ability to adapt to a fast-paced and dynamic environment.

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Afternoon shift
- Day shift
- Evening shift
- Monday to Friday
- Rotational shift

Supplemental pay types:

- Overtime pay
- Performance bonus
- Yearly bonus

Ability to commute/relocate:

- Subang Jaya: Reliably commute or willing to relocate with an employer-provided relocation package (required)

**Education**:

- Bachelor's (preferred)

**Experience**:

- customer service in the stockbroking or financial industry: 5 years (preferred)

**Language**:

- English (preferred)

Expected Start Date: 03/11/2024


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