1. Oversee day-to-day operations of 2 teams -Contact Center & Client Service Center 2. Oversee the achievement and maintenance of agreed customer service levels and standards 3. Conduct performance management and evaluations to the team members 4. Develop team capability through Training and Accreditation 5. Ensure the necessary resources and tools are available for quality customer service delivery 6. Ensure system and process enhancement through UR development and stakeholder engagement 7. Develop business Analytic in order to ensure the quality proposition and address the needs of the clients 8. Customer complaints management and develop process for preventive actions 9. Develop personnel to ensure appropriate back up/successors in all key positions 10. Develop and support the implement business projects 11. Ensure risk and compliance to business procedures 12. Implement fully fledge Operational governance framework aligned to the Group standards. Eg. Functional SOPs & Committees

Education and Experience: • Relevant bachelor's degree • Customer service experience • Supervisory experience • in-depth knowledge of customer service principles and practices • Knowledge with relevant technology trends and applications • Proficiency in MS Office applications • Experience in use of social media platforms • Knowledge of administrative procedures Key Competencies • Ability to make decisions • Leadership and Management Skill • Delegation Skill • Ability to lead and motivate others • Ability to analyst data • Problem analysis and problem-solving • Initiative ideas