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.
