Lead and manage a team of customer service/support associates handling fintech-related services (digital payments, e-wallets, online banking, and financial platforms).
Monitor daily operations to ensure compliance with service level agreements (SLAs), regulatory standards (KYC, AML, data privacy), and client expectations.
Conduct regular coaching, mentoring, and performance evaluations to enhance team productivity and service quality.
Handle complex customer escalations, providing timely resolutions while maintaining customer trust and satisfaction.
Collaborate with quality assurance, training, and compliance teams to address knowledge gaps and reinforce process improvements.
Job Requirements
TL Experience needed, have the working experience in call centre.
Financial technology experience preferred.
Willing relocate work in George Town, Pulau Pinang.
