CX Operation Excellence Specialist

As an CX Operation Excellence & Governance Specialist , 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.

Ensure delivery of timely business operations and high quality performance.

Collaborate with business teams to identify issues, manage key business operations processes, set priorities, provide systematic solutions, and drive execution excellence.

Support 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; Develop SOPs, workflows, metrics, reports or other analytical tools to maximize productivity. Identify potential areas for digitization and automation to improve operational efficiency, enhance customer experience, and drive cost savings.

Prepare on project / Customer service performance metrics, including KPIs, ROI, and other key success indicators, to assess the effectiveness of transformation initiatives.

To assist with supporting Vendor management in terms of day to day operation and ensuring all due diligence and contracts are accurate and timely managed.

Job requirement

3+ years of professional experience in operations, preferably in a banking/fintech environment.

Ability to think creatively, deal with ambiguity, and manage changing priorities.

Demonstrate effective communication, composure, and professional attitude.

Excellent communication, interpersonal, and stakeholder management skills, with the ability to effectively engage 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, Mandarin is a plus.