Customer Service Support Lead - Maribank

About the Team

This position is part of the Customer Service division supporting MariBank’s customer operations. The focus of the role is to enhance the customer banking experience, boost agent productivity, and improve operational efficiency throughout the customer service function.

Job Responsibilities

• Oversee various customer service support functions including system administration, data reporting, and performance monitoring to facilitate banking inquiries such as account services, payments, transfers, and card requests.
• Lead planning and execution of projects and initiatives aimed at continuous improvement in operational productivity, customer satisfaction, and risk mitigation.
• Serve as the primary product owner for systems used by the Customer Service team, which include ticketing platforms, contact center tools, and chatbot solutions tailored for banking customer support.
• Head the deployment and continuous enhancement of chatbot technology, managing a dedicated team of chatbot agents for ongoing improvements.
• Manage end-to-end system upgrades to optimize user experience and operational efficiency.
• Supervise a team of support agents handling daily business-as-usual activities.
• Utilize data analytics to extract actionable insights that drive better operational performance and improved customer experiences.
• Track and analyze key performance indicators to ensure the Customer Service team meets its KPIs and business goals.
• Work collaboratively with Customer Service Operations, Product, and Technical teams to identify customer pain points, refine service processes, and enhance the overall customer journey.

Requirements

• Possession of a Bachelor’s degree or higher in any discipline.
• Excellent written and verbal communication capabilities.
• Experience in a contact center support role or similar environment is advantageous.
• Background in banking or financial services sector is a plus.