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    Regional Customer Service Manager - Malaysia, Kuala Lumpur - MoneyHero Group (Nasdaq: MNY)

    MoneyHero Group (Nasdaq: MNY)
    MoneyHero Group (Nasdaq: MNY) Malaysia, Kuala Lumpur

    Found in: Foundit MY A2 - 3 days ago

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    Full time
    Description

    About Us

    MoneyHero Group (Nasdaq: MNY) is a market leading financial products platform in Greater Southeast Asia, reaching 9.8m monthly unique users and working with more than 270 commercial partners across five markets including Singapore, Hong Kong S.A.R., Philippines, Taiwan, and Malaysia.

    The People & Talent team consists of passionate and driven individuals looking to make a positive impact within the organization's culture, talent and people experience. We offer a diverse, flexible and international working environment where you can grow and develop your career while solving interesting problems every day.

    About the Job

    Moneyhero Group is currently seeking an experienced and dynamic Regional Customer Service Manager to lead and oversee customer service operations across all markets within the group. The successful candidate will play a key role in enhancing customer satisfaction, driving efficiency, and ensuring standardization across regions, with a focus on managing teams.

    The ideal candidate possesses a collaborative mindset, works closely with cross functional teams to support and enable our business to meet the needs of our customers and partners, and is unafraid to be hands-on.

    The Regional Customer Service Manager will be responsible for:

    • Manage and mentor regional customer service managers, fostering a collaborative and customer-centric environment
    • Oversee customer service operations across multiple markets, ensuring consistency and adherence to service level agreements (SLAs)
    • Implement and optimize processes to improve the overall efficiency and effectiveness of customer service delivery
    • Leverage data analytics to drive decision-making and monitor key performance indicators (KPIs) across all markets
    • Conduct root cause analysis to identify and address operational challenges
    • Drive the implementation and optimisation of customer service tools to ensure standardisation and efficiency
    • Collaborate with local and regional teams to adapt processes based on regional requirements while balancing market-specific challenges and opportunities
    • Ensure high-quality customer experiences across all markets by evaluating people, processes, and systems
    • Act as the Voice of Customer, gathering insights and feedback to identify opportunities and recommendations for enhancing the customer experience

    In this role, we are looking for someone with:

    • Minimum of 5 years of experience in customer service management with at least 1 year of experience managing regional teams in markets such as Philippines
    • Familiarity with Zendesk and/or other customer service tool
    • Strong leadership and people management skills
    • Excellent communication and interpersonal skills
    • Ability to think and react in a high-energy, fast-paced environment
    • Prior experience setting up customer service teams will be a good to have

    Good to have:

    • Experience working in a Start-up company
    • Good with Process documentation and improvements
    • Good with live presentations or public speaking
    • Comfortable in dealing with other managers

    What can you expect from us

    Impact: We are actively empowering and connecting people to a better financial future. Join us if you want to help us achieve our mission.

    Work: We have a team of over 350 talented individuals in 5 markets who are hyper passionate about building innovative financial solutions and making an impact on people's lives.

    Culture: We take our work seriously but don't hesitate to keep things light. We can only create magic when we have a little bit of fun.

    Thrive: We launched in 2014 and fast-forward 7 years we now help over 10 million monthly users make the best financial decisions. Accelerate your career and become a pioneer in your field with a leading fintech company that seeks to push the boundaries of your imagination and is committed to growing your career.

    Reputation: We are backed by world-class organizations and companies and have raised over US$110 million from investors including Experian, Pacific Century Group, IFC - a member of the World Bank Group

    EEO Statement

    MoneyHero Group is an equal opportunity employer. We value, support and respect all individuals and is committed to maintaining an inclusive and diverse working environment. Decisions in hiring are based on business needs, requirements of the job and individual qualifications and shall not be influenced by any consideration of race, ethnic or national origin, religion, sex (including gender identity and/or expression), age, sexual orientation, marital status, parental status, disability, genetic information, political affiliation or other applicable legally protected characteristics.

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