About the Company
Headquartered in Singapore, Ant International powers the future of global commerce with digital innovation for everyone and every business to thrive. In close collaboration with partners, we support merchants of all sizes worldwide to realize their growth aspirations through a comprehensive range of tech-driven digital payment and financial services solutions.
About the Role
As a Digital Bank Customer Experience Manager, you will play a pivotal role in alignment of business processes / Vendors and taking charge of ensuring operational efficiency for the customer service team. You will collaborate with cross-functional teams to identify areas for improvement, develop and implement strategies, and drive measurable results. This role reports to the Customer experience Lead of the bank.
Responsibilities:
- Enhance operational efficiency, and drive innovation across the organization.
- Work closely with stakeholders in different locations to identify process gaps.
- Produce insights and governance on all Customer service-related metrics, this includes demonstrable expertise with Excel/Access / PowerPoint, excellent written communication skills and an organized approach to projects and communications.
- Support various departments to manage resource capacity planning to ensure optimal utilization of human resources and alignment with strategic objectives.
- Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings.
- Prepare and track to report on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives.
- To support with Vendor management in terms of day-to-day operation and ensuring all due diligence and contracts are accurate and timely managed.
Qualifications:
- A practitioner with minimum 5 years of execution experience in customer-facing services, relationship management and project management experience.
- Strong knowledge of business process engineering methodologies, such as Six Sigma, Lean, Agile, or similar frameworks.
- Demonstrated experience leading cross-functional teams and managing complex transformation Operations & Projects from initiation to implementation.
- Excellent communication, interpersonal, and stakeholder management skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- Analytical mindset with the ability to identify process improvement opportunities, analyze data, and drive data-driven decision-making.
- Proven ability to adapt to a fast-paced, dynamic environment.
- Proficiency in English, both written and spoken.
- Experience with Financial data and in design of big data (Data governance, Compliance) is a plus.
