Head of Customer Delivery and Support

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SWIFT Full time

About Us

At SWIFT, we believe in empowering our customers to move value across borders, through cities, and overseas. For over five decades, we have connected banks and financial institutions across the globe, enabling them to communicate securely and efficiently.

Our mission is to provide a secure, reliable, and efficient approach to financial messaging. We strive to be the most trusted and secure way to facilitate financial transactions, while continually innovating and improving our services.

Job Description

We are seeking a talented Senior Customer Service Manager to join our team. As a key member of our technical support team, you will be responsible for leading the team, developing and implementing support strategies, and collaborating with internal stakeholders to improve service delivery.

The ideal candidate will have a proven track record of managing teams, providing expert-level support, and developing innovative solutions to enhance customer satisfaction and retention. They will also have exposure to Customer Engineering / Operations / Services and a strong understanding of operational excellence.

Key Responsibilities

  • Lead and manage the technical support team, ensuring timely and effective resolution of customer issues.
  • Develop and implement support strategies to enhance customer satisfaction and retention.
  • Collaborate with internal stakeholders to identify and remediate recurring issues and improve service delivery.
  • Monitor support metrics and generate reports to track performance and identify areas for improvement.
  • Foster a customer-centric culture within the team, promoting empathy and proactive problem-solving.

Requirements

  • University degree or equivalent experience in IT/Engineering.
  • Demonstrate ability in a technical services/operations environment within financial, telecoms and/or BPO industry, with a minimum of 8 years of team management experience.
  • Exposure to Customer Engineering / Operations / Services.
  • Proven track record of accountability: make significant decisions and actions on operational/tactical issues; initiative to deliver results under pressure, adversity and uncertainty with a full understanding of potential risks.
  • Demonstrate Operational Excellence: define, implement, and manage the highest standards of operational excellence through service delivery.
  • Penchant for innovation: translate creative ideas into plans and tangible outcomes; commitment to learn and develop self and others; drive and promote a continuous improvement approach for business processes and policies.
  • Commercially driven: promote and apply business/management principles to improve commercial performance by understanding SWIFT, the competition, and the market; champion changes that strengthen value proposition.
  • Customer relationship: establish, cultivate, and develop relationships with critical stakeholders, understand customer requirements and develop solutions; manage conflicting priorities whilst demonstrating and promoting the highest level of conduct and responsiveness.
  • Leadership: effectively form and mobilize teams to achieve common goals, drive team success through strong people management and professional leadership, respect and promote diversity, motivate and recognize unique contributions of each team member.
  • Communicate effectively: articulate business strategies and approaches in challenging circumstances; adjust communication style to optimize effectiveness; provide clarification of key corporate initiatives and messages; recognize and respect the points of view of others.

What We Offer

We put you in control of your career.

We give you a competitive package.

We help you perform at your best.

We help you make a difference.

We give you the freedom to be yourself. We are creating an environment of unique individuals – like you – with different perspectives on the financial industry and the world. A diverse and inclusive environment in which everyone's voice counts and where you can reach your full potential.

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