Job Description
The Manager, MalaysiaSingapore Customer Hub will lead Maybank's first standalone cross-border Customer Hub designed to serve both Malaysia and Singapore customers in a seamless, ecosystem-driven environment. This role is not merely operational. It is a strategic cross-border experience leadership position responsible for:
- Orchestrating a unified MYSG customer journey
- Elevating service standards beyond traditional branch models
- Driving first-contact resolution across jurisdictions
- Representing Maybank as a premium regional financial partner
- Translating customer insights into service innovation and business growth The Manager will operate with high autonomy and ownership, acting as the on-ground CX leader, ecosystem integrator, and merchant engagement ambassador within Mid Valley Southkey a key MY-SG customer corridor.
Job Responsibilities
- Lead Maybank's flagship MalaysiaSingapore Customer Hub, orchestrating seamless cross-border service experience for customers travelling and transacting across both markets. - Drive customer experience excellence by achieving high First-Visit Resolution (FVR) and maintaining strong customer satisfaction (CSAT/tNPS). - Oversee operational performance and service standards, ensuring Average Waiting Time (AWT) and Service Level Agreement (SLA) targets are consistently met. - Lead and develop a high-performing service team (Team Leads and CSRs) through coaching, training and capability development. - Translate customer insights into service improvements, using survey feedback and operational data to enhance customer journeys. - Strengthen ecosystem partnerships with mall management, merchants and internal stakeholders across Malaysia and Singapore. - Drive business growth opportunities through merchant engagement, cross-border product promotion and customer relationship deepening.
Job Skills
- Customer-Experience-(CX)-leadership
- Service-operations-&-performance-governance
- People-leadership-at-scale
- Data-driven-service-transformation
- Ecosystem-&-partnership-management
- Business-growth-/-relationship-deepening-through-cross-border-engagement
Job Requirements
- Experience in customer service, banking operations or service-driven industries. - Proven leadership capability managing frontline teams in a fast-paced customer environment. - Strong customer experience mindset with ability to drive service transformation beyond traditional branch models. - Strong analytical and problem-solving capabilities to interpret operational metrics and customer feedback. - Excellent communication and presentation skills in English and Bahasa Malaysia. Mandarin proficiency is preferred and added advantage to support Mandarin speaking customers visiting the Customer Hub. - High degree of ownership, integrity and decision-making capability to manage a standalone customer hub independently. - Willing to travel and adapt to operational requirements as needed.
