The successful candidate will be responsible for the strategic development and operational delivery of the customer service department, ensuring continuous improvement and compliance with all regulatory requirements. This role requires a strong leader with a clear understanding of the stockbroking industry and a proven track record in exceeding targets and service agreement levels.
What you'll do:
As the Manager of Stockbroking Customer Service, you will play a pivotal role in shaping the future of our client's customer service experience. Your primary responsibility will be to provide strategic direction to your team, driving performance through clear, accountable measures. You will leverage your analytical skills to improve key customer metrics, using insights to identify opportunities for company-wide improvements. Ensuring full regulatory compliance will be critical in this role, as well as effectively negotiating with peers and stakeholders to influence positive changes for customers. Your leadership will extend to financial management of the department, where you'll estimate requirements, prepare budgets, analyse variances, and initiate corrective actions.
- Provide strategic direction to the customer service team
- Lead and develop the team to enhance performance by setting clear, accountable performance measures
- Improve Net Promoter Score (NPS) / Customer Satisfaction (CSAT) Score or other Customer Metrics
- Use customer insights and root cause analytics to identify company-wide improvements
- Ensure full regulatory compliance and legal requirements, identifying any potential risk issues
- Negotiate and influence customer improvements effectively with all peers and stakeholders
- Provide leadership in meeting day-to-day customer support functions including service excellence
- Responsible for department financial objectives by estimating requirements, preparing annual budget, analysing variances, and initiating corrective actions
What you bring:
The ideal candidate for the Manager, Stockbroking Customer Service role will bring a wealth of experience and a strong strategic focus. You will have at least a Bachelor's Degree or equivalent, with the ability to communicate effectively in both Bahasa Malaysia and English. Your background will include at least 5 years of supervisory or management experience in a high volume call centre, with proven success in a senior, strategic level role. A track record of exceeding targets in a quality-led, legislative compliant environment is essential. Experience in stockbroking dealings will be highly advantageous. Your excellent communication and negotiation skills will be matched by your well-developed leadership abilities.
- Possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in any disciplines or equivalent
- Must possess or obtain Capital Market Services License
- Required language(s): Bahasa Malaysia, English
- At least 5 Year(s) of supervisory/management experience in a high volume call centre
- Proven Management and/or relationship management experience at a senior, strategic level role
- Established track record of exceeding targets/service agreement level , in quality led, legislative compliant environment.
- Possessing at least 4-5 years of working experience in stockbroking dealings is an added advantage
- Strong strategic and customer focus with a clear understanding of issues impacting the stockbroking industry
- Excellent communication and negotiation skills
- Evidence of well-developed leadership skills
What sets this company apart:
Our client is an industry leader, renowned for their commitment to delivering exceptional customer service. They offer a dynamic and supportive work environment where innovation and continuous improvement are not just encouraged, but expected. This is an organisation that values its people, investing in their development and rewarding performance. Joining their team means becoming part of a culture that fosters collaboration, nurtures talent and rewards success.
What's next:
Ready to take the next step in your career? Don't miss this exciting opportunity!
Apply today by clicking on the link!
Do note that we will only be in touch if your application is shortlisted.
Agensi Pekerjaan Robert Walters Sdn Bhd
Business Registration Number : 729828-T
Licence Number : JTKSM 423C
