About the Company:
A Conglomerate Company who provides consulting and IT services, works mainly on general fintech projects. They have successfully established a global presence in various countries, such as Malaysia, Singapore, Australia, etc.
About the Role:
The company is looking for a talented
Senior Customer Experience & Operations Manager (Mandarin Speaker) to strengthen the leadership layer as the business continues to scale, with a key focus on enhancing customer experience, service quality, customer trust, and community engagement.
This is an exciting opportunity for someone who enjoys leading leaders, driving service excellence, and owning the end-to-end client journey
You'll be leading and overseeing:
- Client Experience & Support Operations (customer support, service quality, escalation management, and customer journey optimization)
- Stakeholder Management: Partner closely with Product, Operations, Compliance, Risk, Marketing and Technology teams to improve customer experience and resolve recurring customer pain points.
- Process Improvement: Drive continuous improvement initiatives through customer insights, service data, root cause analysis, and operational enhancements.
- Escalation & Governance: Manage complex escalations, compliant handling and operational incidents while ensuring adherence to internal policies and regulatory requirements
What we're looking for:
We're looking for a hands-on people leader with strong ownership and continuous improvement mindset.
- 8+ years of experience in Customer Experience, Customer Support, Client Services, or Customer Operations
- Proven experience managing Team Leads, Assistant Manager, or Managers in a multilayer team structure
- Experience owning customer journeys, service quality frameworks, escalation management, and continuous improvement initiatives
- Ability to interpret customer feedback, service metrics, and operational data to identify trends, recommend improvements and influence business decisions
- Mandarin proficiency is required to support Mandarin-speaking stakeholders and customers
If you enjoy leading leaders, improving client journeys, and driving customer trust at scale, this could be the next step for you.
Why wait Click Apply to show your interest! 
