Daythree Hiring! Full Time Bilingual Team Leader – Digital Banking Operations in Selangor - Ricebowl

Role Description The Bilingual Team Leader – Digital Banking Operations is a full-time, on-site role based in Shah Alam. This role oversees day-to-day digital banking operations, ensuring service levels are met and customer inquiries are handled efficiently and accurately in multiple languages. The Team Leader manages and coaches a team of customer experience specialists, monitors performance metrics, and implements action plans to improve productivity and customer satisfaction. Daily responsibilities include reviewing operational reports, resolving escalated issues, coordinating workflow, and aligning procedures with regulatory and client requirements. The role also involves collaborating with cross-functional stakeholders to enhance processes, support training initiatives, and contribute to continuous improvement in digital banking service delivery.

Qualifications

• Strong customer-centric mindset with experience in digital banking, financial services, or customer service operations.
• Strong analytical skills with the ability to interpret data, monitor KPIs, and identify operational improvement opportunities.
• Proven operations management experience, including workflow management, quality assurance, SLA adherence, and process improvement.
• Strong people management skills, with experience in coaching, mentoring, and managing team performance.
• Fluent in English and Mandarin, with strong speaking, reading, and writing proficiency.
• Excellent communication and interpersonal skills, with the ability to effectively engage with customers, stakeholders, and team members.
• Experience in digital banking, fintech, financial services, or contact center operations is highly advantageous.
• Willing to work on-site in Shah Alam, with a strong sense of accountability, reliability, and teamwork.