Customer Service Support Lead

Job Description: - Responsible for the management of various Customer Service support functions such as system management, data reporting, and performance monitoring. These functions support the servicing of banking-related enquiries such as account servicing, payments, transfers, and card-related requests. - Drive the planning and implementation of new projects and initiatives to achieve continuous improvement in ops productivity, customer experience, and risk management. - Key product owner for all systems used by the Customer Service team (including ticketing systems, contact centre tools, and chatbot solutions that support the servicing of banking customers). - Lead the rollout and enhancement of chatbot and manage a team of chatbot agents in ongoing iteration. - Drive system enhancements from end-to-end to improve user experience and efficiency. - Manage a team of support agents in their daily BAU work. - Leverage data analytics to generate actionable insights for the Customer Service team to improve operational performance and customer experience. - Monitor and analyse key performance metrics to ensure achievement of KPIs and business objectives for the Customer Service team. - Collaborate closely with Customer Service Operations, Product, and Technical teams to understand customer pain points, improve service processes, and enhance the overall customer journey. Requirements: - Bachelor’s Degree and above in any field. - Strong written and verbal communication skills. - Prior experience in contact centre support role or similar experience is a plus. - Prior experience in banking / financial services is a plus.