Head of Operations & Customer Experience, Malaysia Shared Services

Key Responsibilities

• Lead the Customer Experience, AML & Fraud Operations and Bank Operational planning to achieve overarching business goals. Partner with all Lines of Business to evaluate, develop, and deploy operational plans and resources that support customer acquisition, service, and product strategies.
• Champion a “digital first” operations strategy within the Bank’s product roadmap, maximizing the automation and digitization of operations activities from ideation to launch. Leverage technology to ensure a high degree of scalability.
• Oversee Omni-Channel Contact Centre Operations, Customer-Facing Knowledge Management, and exception handling. Act as the ultimate customer advocate by escalating service breaks, identifying potential pitfalls during product launches, and providing crucial feedback.
• Build a highly driven, customer-obsessed operations team. Equip them with the right competencies, effective processes, and tools necessary to fulfill our service promise.
• Create and manage performance metrics (KPIs) and service level agreements (SLAs). Utilize advanced data and big data analytics to forecast capacity needs, uncover insights, monitor production quality, and discover patterns for targeted efficiency improvements.
• Develop and evaluate operations policies, standards, and procedures. Continuously review organizational effectiveness, processes, and structures to recommend improvements and meet evolving business goals.
• Ensure all day-to-day operations comply with regulatory and internal requirements in a cost-effective manner. Collaborate with internal and business stakeholders of the bank to assess operational risks, evaluate risk controls, and drive the effectiveness of control measures.
• Take charge of sound BCP planning and operational management during BCP events for the entire CX and Operations function.

Qualification & Requirements

• Proven track record in a senior leadership role overseeing Customer Experience, Banking Operations, and Contact Centre management.
• Strong background spanning multi-channel customer service, banking operations, and AML/Fraud operations.
• Deep understanding of “digital-first” banking strategies, automation tools, and the proven ability to leverage advanced data analytics for capacity planning and operational insights.
• Experience partnering with senior stakeholders (e.g., Head of Shared Services, Business Lines) to translate organizational goals into actionable, scalable operational plans.
• Strong familiarity with banking regulations, risk assessment, and Business Continuity Planning (BCP).
• Demonstrated ability to evaluate processes, build internal policies from the ground up, and restructure teams for maximum efficiency.
• A genuine passion for advocating for the customer and building a culture of service excellence within large teams.

Benefits

No information available.