Qualifications
•Proven team leadership experience (minimum 2 years supervising or leading a team preferred).
•Strong English proficiency is a must.
•Strong leadership, coaching, and people-management skills.
•Excellent communication, problem-solving, and stakeholder management abilities.
•Results-oriented with a track record of meeting or exceeding targets.
•Ability to work under pressure and manage multiple priorities in a fast-paced environment.
•Must be able to work in 24/7 rotation shift pattern (includes Nightshift - allowance will be given).
Responsibilities
•Lead, coach, and motivate team members to achieve individual and team KPIs related to productivity, quality, customer satisfaction, and revenue/targets.
•Monitor daily operations, performance metrics, and service levels; implement corrective actions to meet or exceed targets.
•Provide hands-on guidance, performance feedback, and development plans for team members.
•Handle complex customer escalations and high-value client interactions, particularly with Mandarin-speaking customers.
•Collaborate with cross-functional teams (Sales, Risk, Compliance, Operations, Product) to improve processes and resolve issues.
•Conduct regular team meetings, training sessions, and performance reviews.
•Analyse team performance data and prepare reports for management.
•Support recruitment, onboarding, and continuous training of new team members.
•Drive a customer-centric culture and continuous improvement initiatives within the team.
