Customer Experience Manager (Service Excellence & Operations)
Bjak · Malaysia
About BJAK
The original mission of BJAK is we believe people deserve smarter ways to plan, save and grow their money. This is the origin of our name.
Started in 2019, we built the first mobile-first, insurance platform, enabling insurance to be accessible online by millions in the region. Today, its the leading insurance platform in Southeast Asia.
Today, we are expanding ways to help people in the region — this includes spending, saving, investing, exchanging, travelling, and more. Our mission is help people get more from their money every day.
We have teams working around the world, with over 20 nationalities from our offices and remotely, who truly enjoys their work. We are looking for the most talented and driven people we can find. We are looking for people who work for their passion, not counting hours. Who loves building great next-generation products, not status quo. Who cares about redefining how everyone around us can get the best financial applications, not for an exclusive few.
If you're this person, we'd love to talk to you.
About the Role
We are looking for a Customer Experience Manager to lead our Customer Experience and Social Media teams.
You will be responsible for setting service standards, developing standard operating procedures (SOPs), and training teams to deliver consistent, high-quality customer service.
We are looking for someone with strong operational experience, ideally from banking, credit card servicing or other customer service environments with established service standards.
What You'll Be Doing
Lead and manage the CX, Customer Service and Social Media teams, ensuring consistent service quality and operational performance.
Develop, implement and maintain SOPs covering customer enquiries, complaints, escalations and day-to-day service operations.
Train and coach team leads and frontline staff on service standards, communication, complaint handling and operational procedures.
Review customer calls, chats and social media interactions to identify gaps and improve team performance.
Establish clear workflows, responsibilities, escalation procedures and quality standards across customer-facing teams.
Monitor service performance, customer satisfaction and SOP compliance, and implement improvements where needed.
What We're Looking For
7+ years of experience in customer service operations, contact centre management or customer experience, including team leadership.
Experience in banking, credit card servicing, financial services or other environments with high customer service standards.
Proven experience developing and implementing SOPs, operational workflows and service quality standards.
Hands-on experience training, coaching and managing frontline customer service teams.
Strong understanding of customer complaints, escalations, quality assurance and service performance metrics.
Strong written and verbal communication skills, with the ability to develop clear procedures and provide practical feedback.
Experience managing customer interactions across phone, live chat, email and social media channels.