Team Lead, MY-SG Customer Hub, Customer Engagement

Responsibilities

• Co-lead daily operations of the Malaysia–Singapore Customer Hub , ensuring seamless customer experience for cross-border customers.
• Drive First-Visit Resolution (FVR) by guiding CSRs in resolving enquiries efficiently.
• Monitor operational performance including Average Waiting Time (AWT), service turnaround and productivity metrics.
• Manage escalated customer issues and ensure professional resolution aligned with Maybank’s service standards.
• Develop CSR capabilities through structured coaching, training and knowledge sharing on MY-SG products.
• Ensure regulatory and operational compliance , including accurate processing within the Unified Customer Onboarding (UCO) system.
• Identify service improvement opportunities through customer feedback, walk-in trends and operational insights.

Job Requirements

• Experienc...