Customer Experience Team Leader

This Role:

The Customer Experience (CE) Lead will be responsible for overseeing and enhancing the overall customer journey across all touchpoints within the Boost Bank ecosystem.

This role entails supervising a 24/7 customer service team, managing escalations during non-standard business hours, and ensuring that customer service operations adhere to the highest standards of excellence.

A key responsibility of this role is ensuring timely and accurate reporting to regulatory bodies, including BNM & RENTAS, which may require providing daily reports during non-business hours.

Responsibility:

Lead, manage, and mentor a 24/7 customer service team, ensuring continuous service delivery and maintaining staffing efficiency. Provide direction on complex issues and act as the escalation point for unresolved cases during regular and non-business hours.

Take ownership of escalated customer concerns, particularly during off-peak hours, and drive prompt resolutions. Collaborate with other departments to ensure escalations are managed effectively, providing a seamless customer experience and mitigating any potential service disruptions.

The role involves providing daily reports to regulatory bodies, even during odd hours, ensuring accuracy and compliance with all legal and operational standards. The incumbent may be required to provide timely reports to regulators.

Track and analyze key performance indicators (KPIs) for the customer service function. Identify performance gaps, implement corrective actions, and ensure continuous improvement in customer handling processes.

Work closely with internal stakeholders including Product, Operations, Compliance, and IT teams to address and resolve customer pain points. Ensure that the customer experience is continuously refined based on feedback and operational insights.

Serve as the primary escalation point for major incidents or crises that may impact customer service, such as system outages or regulatory issues. Ensure timely communication with customers and swift resolution of critical matters.

Qualification:

Bachelor’s degree in business, Banking, Finance, or a related discipline.

A minimum of 5-7 years of experience in customer service or operations management, preferably within the banking or financial services industry.

Proven experience in managing a 24/7 team and handling customer escalations at a senior level.

Strong understanding of banking operations, regulatory requirements, and RENTAS or similar payment systems.

Excellent leadership, communication, and conflict resolution skills.

Demonstrated ability to work under pressure, prioritize tasks, and make effective decisions in high-stakes situations.

Strong analytical and problem-solving abilities, with a focus on operational efficiency and customer satisfaction.

Ability to lead and motivate a diverse team, fostering a culture of collaboration and service excellence.

Flexibility to manage complex situations during non-standard hours and handle emergency escalations effectively.

Attention to detail and the ability to ensure accuracy in regulatory reporting, especially during odd hours.