We are partnering with a fast-growing international digital bank expanding its footprint into Malaysia. As part of its growth journey, our client is hiring for a Contact Center Team Lead with exposure supporting either Commercial or Corporate Banking segments, and to build and guide a high-performing customer operations team.
If you thrive in structured yet evolving environments and enjoy balancing operational excellence with compliance rigor, this role could be for you!
- Work location: Petaling Jaya, Selangor
- Competitive renumeration package will be offered to the right candidate
- Comfortable to handle shift schedule (details to be revealed during discussion)
Key Scope:
Customer & Operational Leadership
- Lead frontline support across calls, email, and digital channels for Corporate banking customers.
- Ensure high-quality resolution of onboarding, account, and loan-related queries
- Manage escalations and improve turnaround times
- Maintain accurate CRM documentation and reporting
Compliance & Risk Oversight
- Ensure adherence to banking regulations and internal policies
- Stay updated on Financial Crime risks, AML/CFT awareness, and operational controls
- Partner closely with Compliance and Risk teams
Stakeholder & Systems Collaboration
- Work cross-functionally with Accounting, Treasury, Risk, IT, and Compliance
- Support integration with Core Banking and onboarding workflow systems
- Drive automation and process improvements
The ideal candidate should be/have:
- 5 to 8 years relevant banking experience in a Contact Centre environment, preferably supporting Commercial or Corporate Banking portfolios; strong Retail Banking exposure will also be considered.
- Prior experience in a team lead / supervisory capacity is required
- Familiarity with CRM tools and core banking systems
- Strong understanding of AML / Financial Crime controls (ACAMS is a plus)
- Confident communicator with high emotional intelligence
- Comfortable in a fast-paced, evolving digital banking setup
Interested applicants, please submit your updated resume in MS Word/PDF format to [Confidential Information]
Please state your availability, current & expected salaries for processing purpose.
All applications will be treated in the strictest confidence.
We regret that only shortlisted candidates will be notified.
AiLin Lee | EA Registration No: R1104629
