Technical Support Leadership Role

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia SWIFT Full time

About Us

SWIFT is the world's leading provider of secure financial messaging services, headquartered in Belgium. We play a vital role in facilitating global financial transactions, connecting banks and financial institutions across the globe.

We pride ourselves on being a unique organisation that is constantly evolving to meet the changing needs of our customers. Our mission is to provide a reliable, safe, and secure approach to financial messaging that our community can trust. With over five decades of experience, we have established a vibrant community that reflects the complexity and diversity of the financial ecosystem.

Job Description

We are seeking an experienced Senior Customer Service Manager to lead our technical support team, ensuring timely and effective resolution of customer issues. The successful candidate will be responsible for providing expert-level support for Swift-related queries, troubleshooting, and problem-solving.

The ideal candidate will have a proven track record of managing teams, developing and implementing support strategies to enhance customer satisfaction and retention. They will also collaborate with internal stakeholders to identify and remediate recurring issues and improve service delivery.

Key Responsibilities

  • Lead and manage the technical support team, ensuring timely and effective resolution of customer issues.
  • Provide expert-level support for Swift-related queries, troubleshooting, and problem-solving.
  • 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.

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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