Amhired.com Hiring! Full Time Team Lead (Fintech Customer Service Operation) - Mandarin speaker in Federal Territory - Ricebowl

Hiring: Team Lead – Fintech Customer Service Operations

• Industry: Fintech / Consumer Finance / Financial Services
• Location: Kuala Lumpur, Malaysia (12 minutes walk from LRT Bandar Tasik Selatan)

About the company:

• A leading, global fintech group listed on the NYSE, with a strong international track record in consumer credit technology and digital financial service operations across major markets in Asia-Pacific and beyond.
• In Malaysia, they operate through a locally licensed and regulated entity providing innovative, Shariah-compliant online consumer financing solutions. Driven by a mission to expand quality financial inclusion, they leverage cutting-edge technology to make borrowing safe, fast, and accessible for everyday consumers.

Job Summary

Are you an experienced Customer Service Team Lead or Call Center Supervisor with a background in fintech or consumer lending?

The company is hiring a high-performing Fintech Customer Service Operations Team Lead (Mandarin Speaking) to oversee our daily customer support operations, manage team performance, and optimize service workflows. In this role, you will lead a dedicated team of Customer Service Officers, drive high service level agreements (SLAs), ensure compliance with local financial regulations, and coordinate cross-functionally with regional headquarters.

Key Responsibilities:

• Team Leadership & Operations Management: Oversee daily call center and digital support operations, including agent scheduling, performance evaluations, roster management, and real-time support.

• Process & Script Optimization: Develop, refine, and enforce customer service Standard Operating Procedures (SOPs), scripts, and escalation paths in compliance with local regulations (e.g., BNM, KPKT, PDPA).

• Performance Tracking & Analytics: Monitor and drive core KPIs including First Contact Resolution (FCR), Average Handling Time (AHT), Net Promoter Score (NPS), and SLA adherence. Produce daily and monthly operational reports for senior management.

• Escalation & Dispute Resolution: Serve as the second-level point of contact for complex customer complaints and escalations, making timely decisions or routing to legal, risk, or compliance teams.

• Cross-Functional Collaboration: Partner with regional engineering, product, risk, and IT teams to resolve platform issues, optimize workflow automation, and support customer service platform integrations (CCaaS / WABA).

• Training & Quality Assurance: Lead onboarding, product update training, quality assurance (QA) coaching, and team capability development.

Requirements:

• Experience: Diploma or Bachelor’s degree with 3+ years of team management experience in customer service, call center operations, or customer operations—preferably within Fintech, Consumer Finance, Digital Banking, or P2P Lending.

• Regulatory Awareness: Solid understanding of Malaysian consumer finance guidelines, data protection regulations (PDPA), and customer protection standards.

• Technical Proficiency: Experience with CCaaS (Contact Center as a Service), CRM tools, ticketing systems, or WhatsApp Business API (WABA) implementations is highly advantageous.

• Language & Communication:
• English: Business fluent (written and spoken) for cross-departmental and customer communication.
• Mandarin: Proficient (written and spoken) to liaise effectively with regional headquarters and stakeholders.