About this role
The Company
Neo Services Sdn. Bhd. is a newly setup Shared Service Center, a 100% subsidiary of GXS Bank Pte. Ltd. based in Singapore - the Grab-led Digital Bank approved by MAS to commence operations. We leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises.
The Customer Service operations team ensures the smooth operation of the bank’s contact center, where customer support executives interact with the bank’s customers across different touch points. This role will be a 12 months contract arrangement.
Role Overview
The Customer Support Team Lead will build and lead the offsite customer support team from the ground up, defining strategies, processes, scorecards, and platform requirements to deliver exceptional customer experience at Digibank. This rolew
Key Responsibilities:
- Team Setup & Strategy: Establish operations from scratch, define Day 1 and long-term support roadmaps, and develop operational manuals and capacity planning.
- Operational Excellence: Oversee daily service delivery, resolve escalated complaints, drive process optimization/automation, and manage governance and risk.
- Performance & Team Management: Define and track key performance metrics (e.g., NPS, resolution time, customer satisfaction), recruit and coach high-performing talent, and foster a customer-centric culture.
- Cross-Functional Innovation: Collaborate with broader CX and technology teams to drive continuous improvement and share frontline insights.
Requirements:
- Comfortable with working rotational shifts including weekends and Public Holidays.
- 8 years of relevant experience in a contact center or customer service function within Financial Services or digital native companies, with supervisory or managerial experience.
- Experience leading contact center transformation projects and managing CRM/Omnichannel platforms (e.g., Salesforce, NICE, Avaya).
- Bachelor’s Degree in Business Administration or any related fields.
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