Team Lead, MY-SG Customer Hub, Customer Engagement

• Co-lead daily operations of the Malaysia–Singapore Customer Hub, ensuring seamless customer experience for cross-border customers.
• Drive First-Visit Resolution (FVR) by guiding CSRs in resolving enquiries efficiently.
• Monitor operational performance including Average Waiting Time (AWT), service turnaround and productivity metrics.
• Manage escalated customer issues and ensure professional resolution aligned with Maybank's service standards.
• Develop CSR capabilities through structured coaching, training and knowledge sharing on MY-SG products.
• Ensure regulatory and operational compliance, including accurate processing within the Unified Customer Onboarding (UCO) system.
• Identify service improvement opportunities through customer feedback, walk-in trends and operational insights.

Job Requirement

• Experience in customer service or service operation
• Demonstrated team leadership and people management capabilities
• Strong problem-solving and escalation handling skills for complex customer cases
• Ability to manage service operations under SLA targets and productivity benchmarks
• Multilingual proficiency, Bahasa Malaysia, English & Mandarin, would be an added advantage to better support a diverse range of customers visiting the Customer Hub
• Ability to analyze operational data and customer feedback to improve service delivery
• Comfortable working shift cycles and weekend schedules in a customer-facing environment