About The Team

Job Description:

Customer Resolution Operations

Accountable for the day-to-day management of the Customer Resolution function. Responsibilities includes:

Lead the daily operations of the Customer Resolution team across all supported Monee products.
Ensure timely investigation and resolution of complex customer enquiries, escalations and service requests.
Monitor operational queues, case ageing and backlog to ensure adherence to service level agreements (SLAs).
Establish workload prioritisation and resource allocation strategies to optimise operational efficiency.
Drive timely customer updates and case ownership throughout the resolution lifecycle.
Ensure consistent application of operational procedures and service standards.
Complaint & Dispute Management

Lead the Complaint Handling Unit and Dispute Resolution function to ensure fair, consistent and compliant customer outcomes. Responsibilities includes:

Oversee the investigation and resolution of customer complaints and disputes.
Ensure complaint handling complies with regulatory obligations, internal governance frameworks and company policies.
Review and approve complex or high-risk complaint responses where appropriate.
Ensure dispute investigations are conducted objectively, supported by sufficient evidence and documented appropriately.
Monitor complaint trends and dispute outcomes to identify systemic issues requiring corrective actions.
Ensure regulatory response timelines and reporting obligations are consistently achieved.
Operational Performance Management

Drive operational excellence through performance management and data-driven decision making. Responsibilities include:

Own departmental performance against key operational metrics, including SLA, turnaround time, backlog, productivity, customer satisfaction and quality.
Monitor operational dashboards and identify emerging risks or performance gaps.
Perform trend analysis and Root Cause Analysis (RCA) on recurring operational issues.
Develop and implement action plans to improve operational performance.
Present operational performance and improvement initiatives during management reviews.
Governance, Risk & Compliance

Ensure operational activities comply with regulatory, legal and internal governance requirements. Responsibilities include:

Ensure compliance with internal SOPs, governance frameworks and regulatory obligations.
Identify, assess and escalate operational, compliance and customer risks.
Support internal audits, regulatory reviews and management assurance activities.
Ensure investigation records, case documentation and evidence are complete, accurate and audit-ready.
Drive corrective and preventive actions arising from audit findings or operational incidents.
Promote a strong culture of governance, accountability and customer fairness.
Continuous Improvement & Operational Excellence

Improve customer journeys and operational efficiency through continuous improvement initiatives. Responsibilities include:

Identify process gaps, customer pain points and operational inefficiencies.
Lead cross-functional improvement initiatives to simplify customer journeys and improve service delivery.
Recommend automation opportunities and technology enhancements to improve operational effectiveness.
Develop and maintain operational procedures, workflows and best practices.
Support implementation of new products, features and operational changes.
Measure post-implementation outcomes to ensure expected benefits are achieved.
People Leadership & Capability Development

Build and develop a high-performing Customer Resolution team. Responsibilities include:

Lead, coach and develop Team Leads, Subject Matter Experts (SMEs) and Customer Resolution Specialists.
Conduct regular performance reviews, coaching sessions and career development discussions.
Build succession plans and identify future leadership talent.
Drive employee engagement and foster a culture of accountability, collaboration and continuous learning.
Ensure operational readiness through structured onboarding and knowledge management.
Manage workforce planning, leave planning and resource utilisation.
Stakeholder Management

Partner with internal stakeholders to deliver seamless customer experiences. Responsibilities include:

Collaborate with Product, Engineering, Risk, Compliance, Legal, Anti-Fraud, Payments and other business functions to resolve customer issues.
Represent Customer Resolution in cross-functional projects and governance forums.
Provide operational insights to influence product, policy and process improvements.
Support business continuity planning and incident management activities where required.
Build strong relationships with internal and external stakeholders to improve end-to-end customer outcomes.
Reporting & Management Communication

Provide operational visibility and strategic recommendations to management. Responsibilities include:

Prepare operational reports, performance dashboards and management updates.
Present operational risks, customer insights and improvement recommendations to senior management.
Maintain accurate reporting on complaints, disputes, service performance and operational risks.
Support business planning through forecasting, capacity analysis and resource recommendations.

Requirements

Education

Bachelor's Degree in Business Administration, Customer Experience, Operations Management, Finance, or a related discipline.
Relevant certification in customer experience, complaints management, or process improvement is an added advantage.

Experience

Minimum 6 years of experience in Customer Service, Customer Operations, or Financial Services Operations.
Minimum 3 years of leadership experience managing customer resolution, complaints, disputes, or escalation teams.
Proven experience managing performance across multiple products, including productivity, quality, SLA, attendance, coaching, and performance improvement.
Strong experience in complex complaint handling, operational escalations, and regulated financial or payment services.
Demonstrated ability to use performance data and root-cause analysis to drive operational improvements.
Proven experience leading cross-functional initiatives and managing stakeholders across Product, Risk, Compliance, Technology, QA, Training, and WFM.
Able to operate independently and provide leadership coverage in the absence of the Head of Customer Service.

Customer Resolution Lead