This role Service operation Manager encompasses the day-to-day activities, processes, and infrastructure that are responsible for delivering value to the business through operational efficiency. This role aims to customer satisfaction by tailoring the service to the customer’s needs. Like most operations roles, service operations aims to support and amplify a team's capacity in addition to helping them scale and provide seamless operational support.

• Service constraint identification, reporting and improvement. Manage overall day to day operation.

• SME (Subject matter expert) in own areas and add value for better operational output.

• Set service parameters with an agreement with other VC's.

• Ensure organisational goal, agenda, visions are achieved as per milestone set in annual planning.

• VOC analysis and review process to improve the service and customer experience.

• Publish regular update to management on service quality improvement in

• Follow up with Partner/VC/Functions for service failure and work on service recovery plans.

• Set Protocol around customer dispute resolution.

• Measure NPS performance across channels and fix with stakeholders with root cause analysis.

• Reduce customer level issues by bringing innovative idea or digital enhancement.

• Monitor all service level adherence, draw process gap, discuss with VC/FC/Ops for fix.

• Analyse the products in UAT and give feedback for better customer journey.

• Analyse cost and reduce head count with quality control by reducing Service request volume.

• Provide Portal support, Id management and other tech support from 3rd party vendor to run ops smoothly.

• Manage all quality input reports and ensure circulation on time.

• Ensure new process documentation for smooth customer journey.

• Prepare forecast from Kbzpay business team and arrange operational support smoothly.

• Help promote and maintain a positive company image.

• Review teams timely & share improvement plan.

• Monitor, measure the performance and share/exchange ideas in monthly business review to improve operational efficiency. 

• Prepare robust BCP plans and have flexibility to work in critical situation to help customers.

• Intuitive to customer’s needs
• Strong communication and interpersonal skills and the ability to build and maintain relationships
•  Must understand customer relationship management (CRM)
• Ability to analyse and solve problems quickly
• Must be self-motivated, flexible and able to manage several jobs at one time
• Proven experience as a Client Relationship Manager
• Experience in sales or customer service is preferred
• Aptitude for fostering positive relationships
• Teamwork and leadership skills
• Customer-oriented mindset
• At least 10+yr year(s) of working experience in the related field is required for this position. 

• A background in customer service or Quality, business excellence is a plus

• Experience working in Service Quality of banking / financial services would be an added advantage.