Job Description
To co-lead and operationalise Maybank's first MalaysiaSingapore Cross-Border Customer Hub, delivering seamless, high-impact service experience for customers transacting and travelling between both markets. This role goes beyond frontline supervision. It serves as:
- The cross-border service orchestrator between Maybank Malaysia and Maybank Singapore
- The customer experience guardian ensuring first-visit resolution
- The service performance driver managing SLA, productivity and quality
- The people leader uplifting CSR capabilities to cross-border standards
- The process integrity custodian ensuring audit, compliance and onboarding excellence The incumbent is expected to embed Southkey Hub as a flagship model for future regional customer hubs.
Job Responsibilities
- Co-lead daily operations of the MalaysiaSingapore 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 Skills
- service-performance-management-(FVR,-AWT,-turnaround,-productivity)
- frontline-escalation-handling
- people-coaching-/-capability-building
- regulatory-+-operational-compliance-(including-UCO-processing)
- continuous-service-improvement-using-customer-and-operational-insights
Job Requirements
- Experience in customer service or service operations. - 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. - Strong communication skills in English and Bahasa Malaysia. Mandarin proficiency is preferred and added advantage to support Mandarin speaking customers visiting the Customer Hub. - Ability to analyze operational data and customer feedback to improve service delivery.
