Reported successfully

1. Daily Team Supervision & Service Delivery Manage daily work allocation, schedules and coverage for CSR team; ensure service levels and response targets are met. Ensure consistent application of SOPs, scripts, customer data privacy requirements and escalation procedures. Monitor workloads and backlog; adjust resource allocation and prioritize critical cases.

2. Quality Assurance, Coaching & Performance Management Conduct quality checks (case reviews, communications review) and provide coaching and feedback to improve performance. Support onboarding and training; reinforce expected behaviours and service standards. Manage performance issues with fairness and documentation; recommend recognition and development actions.

3. Escalation Handling & Cross-Functional Coordination Own escalated customer cases and coordinate with Backend Support, Technology and Risk & 20% Document Version: 1.0 | Document Owner: Operations Compliance to drive resolution. Support incident handling and communications for customer-impacting events. Ensure evidence is captured properly to support investigations and audits.

4. Reporting, KPI Tracking & Continuous Improvement Track KPIs (SLA, backlog, quality scores, CSAT, repeat contacts) and prepare regular performance reporting for management. Identify recurring issues and propose process improvements to reduce operational friction and customer complaints. Maintain knowledge base discipline and ensure updates are communicated to the team.

5. Governance & Control Discipline Ensure team maintains documentation discipline and follows approval/control requirements for sensitive processes. Promote integrity, confidentiality and compliance with internal policies.

Education & Qualification:

• Bachelor’s degree in Business, Communications, Management, or related field is preferred.

Experience (Essential)

• 4+ years of customer service experience with at least 1–2 years in a supervisory/team lead role.

• Strong coaching capability and ability to manage performance and discipline professionally.

• Strong documentation discipline and ability to manage escalations with evidence and timelines.

• High integrity and confidentiality due to customer data exposure.

Experience (Highly Preferred)

• Experience in fintech/banking/telecom contact operations or regulated service environments is an advantage.

• Experience with CRM/ticketing tools and performance dashboards is an advantage.

Skills & Competencies

• Strong leadership, communication and conflict resolution skills.

• Strong organization, planning and prioritization; able to manage multiple escalations.

• Data-driven mindset and ability to translate insights into improvement plans.

WORKING CONDITIONS

• May require shift scheduling depending on service coverage needs; may support peak periods or incidents.

• Strict confidentiality and customer data privacy compliance is mandatory.