Client Management Team Lead Full Time NEW

We are a growing regional digital bank group and are revolutionizing financial banking services across Southeast Asia. Our mission is to unlock big dreams and drive financial inclusion throughout the region. As a regional digital bank, we have the right foundation—data, technology, and trust—because we are Built With Heart. We believe that real impact starts with real people. If you’re ready to Own The Mission and help us shape the future of Digital banking, we invite you to join us.

What you’ll do:

The Client Management Team Lead is responsible for driving the end-to-end quality strategy, training, and process improvements for the Customer Support team, ensuring consistent delivery of high-quality, customer-centric service across all support channels. This critical leadership role encompasses the management of the customer complaint life cycle, cultivating a strong service excellence culture, and centralizing knowledge base management.

Key Responsibilities:

• Complaint & Service Recovery Management:
• Lead and mentor a team of Service Specialists, overseeing day-to-day complaint handling operations and performance to ensure efficient resolution, service level agreements and quality standards are consistently met.
• Design, implement and continuously refine the complaint management framework, policies and Standard Operating Procedures in alignment with internal policies and external regulatory obligations
• Develop and implement effective service recovery strategies, including managing high-stakes customer situations, conducting face-to-face engagements where necessary.
• Oversee the investigation of complex or escalated customer complaints and ensure thorough root cause analysis is performed to prevent recurrence (upstream resolution).
• Monitor and analyse complaint trends, identifying systemic issues and acknowledge gaps, and collaborating with cross functional teams ( eg. Product, Operations, Compliance ) to drive upstream resolution and process improvements,
• Ensure all complaint records, correspondence, and documentation are accurate, complete and maintained in compliance with regulatory requirements.
• Develop and deliver training sessions on the complaint handling process, service recovery techniques, and regulatory compliance to the team and relevant stakeholders
• Service Excellence & Process Improvement:
• Lead the design, implementation, and continuous improvement of training and quality assurance frameworks to support the Service Specialists team.
• Monitor and evaluate agent interactions to identify development opportunities and drive a coaching culture to improve frontline performance.
• Leverage quality and performance data to derive actionable insights and drive continuous service improvement and process refinement across operations.
• Develop and maintain Standard Operating Procedures (SOPs) and quality scorecards to ensure consistency and alignment with internal policies and external regulations.
• Serve as a key contributor to maintaining a strong service excellence culture and performance accountability within the team.
• Knowledge Base Management:
• Curate and maintain a comprehensive library of knowledge content, including responses to common complaints and best practices for face-to-face customer handling, Frequently Asked Questions (FAQs), Knowledge Base (KB) articles, to serve as a primary resource for both customers and agents.

What you’ll need

• 5+ years of experience in a customer service or contact centre role, preferably within the financial services industry (e.g., banks, digital banks, payments).
• Minimum of 3 years of direct experience leading a team in a dedicated customer support, complaint handling, quality assurance, or service recovery function.
• Demonstrated experience in managing complex customer complaints and proficiency in face-to-face customer interaction and de-escalation techniques.
• Proven track record in driving service excellence and process improvement initiatives within a contact center environment.
• Strong understanding of contact centre operations, customer experience principles, and regulatory requirements and best practices for complaint management in the financial sector.
• Minimum of a bachelor’s degree or equivalent in any discipline (from a recognized university).
• Excellent analytical, problem-solving, and decision-making skills, with the ability to translate data into actionable insights and strategic changes.
• Effective communicator with exceptional interpersonal, presentation, and negotiation skills.
• High attention to detail, a customer-centric mindset, and the ability to manage multiple priorities in a dynamic environment.