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Assistant Manager, Customer Service

StashAway Kuala Lumpur, Malaysia
Posted 21 days ago Permanent Competitive
Assistant Manager, Customer Service
As an Assistant Manager, Customer Service at StashAway (based in Malaysia), you will be responsible for delivering our service promise to our clients across all our countries, namely Singapore, Malaysia, Thailand, Hong Kong, and UAE. You will lead a team of ~15 customer service representatives across these 5 countries and ensure the delivery of exceptional service through effective resource management and KPI tracking. The ideal candidate will have prior experience managing a team in a fast-paced, and regulated environment in the financial industry and possess expertise in Zendesk or similar customer service platforms.

Responsibilites:

  • Operational Management:
      • Lead, manage and coach the regional customer services team to achieve high levels of customer satisfaction and retention.
      • Assist the Customer Service Manager in developing and implementing strategies, policies, and procedures to improve customer satisfaction and operational efficiency.
      • Resolve escalated customer queries and complaints in a transparent, empathetic, and persuasive manner.
      • Work with the team leads to organizing the distribution of workload and scheduling customer services agents across the regional team to deliver our SLA promise.
      • Own and manage the customer services team's playbook (framework to operate the CS team and standardize customer responses where appropriate).
      • Identify key customer queries and complaint patterns (driven by data analytics) to address the root cause of customer pain points.
      • Collaborate with other departments, such as sales, marketing, and product development, to ensure seamless communication and alignment of customer service efforts.
      • Work with the compliance team to ensure compliance and governance throughout StashAway's customer services processes and interaction with customers.
      • Execute a range of recurring tasks related to daily operations.

  • Team Management:
      • Take accountability for the performance of the individual team members reporting to you.
      • Provide on-going feedback to your team via regular 1:1 meetings to promote an environment of high performance and growth.
      • Create training plans for individuals to close knowledge and skill gaps.
      • Address team queries, concerns, and provide solutions to maintain a positive work environment.
      • Assist with onboarding new team members

  • Stakeholder Management:
      • Prepare factual data & insights to be reported to the Head of Department and C-suites on customer services matrix and progress on projects on a periodic basis.
      • Be the voice of our customers to discuss and strategize with the respective departments on areas of improvement to deliver enhanced customer experiences. These departments may consist of Product, Compliance, Engineering, Marketing & CRM, Operations and others.
      • Work with the Compliance team on internal and external process and compliance audits.

  • Customer Services Strategy Management:
      • Track key performance indicators (KPIs) aligned with the customer service strategy.
      • Analyze customer service metrics, such as response times, resolution rates, and operational efficiency.
      • Identify areas for improvement and develop action plans to address performance gaps.
      • Identify bottlenecks, pain points, and areas for process optimization through data analysis and feedback from team members.
      • Collaborate with cross-functional teams to improve end-to-end customer service processes and handoffs.

Requirements

  • At least 8 years of experience in customer service within a financial regulated organization (e.g. Banks, Insurance, Payments, etc).
  • Led a team of at least 10 team members for a minimum of 2 years.
  • Strong understanding of customer service and operational processes, investment products and high level financial markets trends.
  • Strong data & analytics, organizational, and project management skills.
  • Proficient in Zendesk or an equivalent customer ticketing system.
  • Strong verbal and written communication abilities.
  • Ability to work in a cross functional team with a diverse group of stakeholders.
  • Comfortable working in a fast-paced, dynamic environment.
  • Experience/ track record of improving customer services & performance
  • Familiar with vendor management and conduct due diligence to assess vendor credibility and performance

Benefits

Employee financial and physical well-being
  • Compensation package: You will receive a competitive total compensation package that includes employee stock options if you are a full-time employee.
  • Comprehensive insurance coverage: Free panel outpatient GP clinic visits, group hospitalisation and surgical insurance, and Covid hospitalisation insurance coverage (conditions apply).
  • Management fee discount: You will receive an employee discount on your asset management fees when you invest with StashAway.

Flexible work arrangements and policies
  • Unlimited paid annual leave: It should be simple for you to decide if you would like to take more or fewer days off. We trust that you are accountable for your work and know best if you need 10 or 30 days of paid annual leave that year.
  • Personal work equipment budget: It's important that you have a workstation that's optimal for you wherever you are.

Learning and development opportunities
  • You will be given an annual Learning and Development budget to help you continuously learn in your pursuit of your professional and personal development. You may use the budget for resources and tools that may help you perform better at work. This budget is subject to management approval.

Team bonding budget and initiatives
  • Quarterly team bonding budget: We encourage you to socialise with colleagues across job functions, departments, and entities to know them better as individuals beyond what they professionally do.
  • Annual off-site (Oct): Each off-site gathers all employees for a full day of company-wide team bonding activities and challenges.
Job ID  4A96FD4B9F
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