Assistant Customer Service Manager

About the Role

As an Assistant Customer Experience Manager, you will play a key leadership role in overseeing Team Leads and front-line agents while partnering closely with clients and internal stakeholders. You will ensure service excellence, operational efficiency, and consistent achievement of performance metrics in a fast-paced fintech contact centre environment.

Key Responsibilities

People & Performance Management

• Lead, coach, and develop Team Leads and Customer Experience Agents to consistently meet and exceed KPIs
• Foster a high-performance culture built on trust, accountability, collaboration, and continuous improvement
• Monitor daily operations, attendance, schedules, and workload distribution across teams
• Proactively manage performance issues, conduct coaching sessions, and support corrective action plans
• Ensure smooth shift transitions and operational continuity

Operations & Service Excellence

• Oversee day-to-day contact centre operations across multi-channel platforms (voice, email, chat, social media)
• Monitor, analyse, and report on key metrics including CSAT, productivity, SLA, quality scores, and attrition
• Identify trends, risks, and opportunities to improve service quality and operational efficiency
• Support implementation of process improvements and best practices

Client & Stakeholder Management

• Act as a key point of contact for clients and internal stakeholders on operational matters
• Ensure timely communication of business updates, policy changes, and performance insights
• Prepare and present reports, service reviews, and performance updates to management and clients
• Collaborate with cross-functional teams to align operational goals with business objectives

Reporting & Analysis

• Perform ad-hoc reporting, data collection, and analysis as requested by management
• Use data-driven insights to support decision-making and continuous improvement initiatives

What You Bring

• 5+ years of experience in Contact Centre / BPO environments, preferably within fintech
• At least 2–3 years in a leadership role, managing Team Leads and/or large agent teams
• Strong experience managing multi-channel operations (phone, email, chat, social media)
• Fluent in Mandarin & English (CEFR C1) – both verbal and written
• Minimum Diploma qualification
• Proven ability to manage client relationships and internal stakeholders professionally
• Strong analytical, problem-solving, and decision-making skills
• Able to multitask, prioritise, and meet tight deadlines in a high-pressure environment
• Calm, resilient, and composed under pressure
• An inspiring leader who motivates, mentors, and drives teams toward excellence