Customer Service Manager

Job description About SingX SingX is an established Payment Services company, headquartered in Singapore. Founded by a group of ex-bankers, SingX is changing the way cross border payments are made. We began operations 8 years ago. SingX has been the recipient of multiple industry awards, including the MAS (Monetary Authority of Singapore) Fintech award in 2017 and is ranked amongst the top 5 cross border payment providers in Singapore. We have live operations in 3 major financial centres (Singapore, Hong Kong and Australia) and provide Multi Currency Accounts which can be used to “collect, hold, convert and pay” efficiently. “Collect” or receive money from buyers. “Hold” funds. “Convert” from one currency to another. “Pay” suppliers or employees. We specialize in making cross-border payments and make payments to over 180 countries.  Our Core Value Proposition is Cheaper, Faster, More Convenient payments. We offer 100% Digital Solutions delivered off a world class technology platform. Our service offering includes: 1.Consumer Solutions 2.Business Solutions 3.Solutions for banks and payment intermediaries 4.Trade and Supply Chain solutions   Job Description

• Design and Implement the entire customer journey for Individuals and Small businesses.
• Develop Service procedures, policies and standards.
• Improve customer service experience, create engaged customers, and facilitate organic growth.
• Manage customer transactions in an error free, speedy manner
• Take ownership of customer issues and manage immediate resolutions. Simultaneous change to customer platform to avoid recurrence
• Work closely with Marketing and Technology teams to build software features and automated workflows to constantly improve the customer experience,
• Work with the Digital Marketing and Sales team, to do A /B tests, optimize SEO techniques and digital content to improve customer take up rates
• Ensure strict compliance with all AML/CTF policies meeting all MAS requirements as well as other country Central bank guidelines
• Motivate a team of executives to deliver an unparalleled customer experience
• Identify clear and detailed KPIs to measure the customer experience
• Be the listening post for SingX to facilitate ongoing improvements to our product, our processes

• 5+ years of work experience in Customer Service, preferably in Financial Services
• Experience in managing a large customer base which has frequent interactions with the company. Preferably with a large portion of these interactions being in a digital environment
• Won awards for designing processes, for professional excellence and for outstanding customer service
• High Result orientation, High Energy and Positive Can do attitude
• Highly organized with ability to simplify complex processes
• Good understanding of Digital Technology, SEO techniques
• Good knowledge of customer service software, databases and tools
• Track record of motivating a team to deliver world class service
• Very Strong Analytical skill, MBA from top tier university preferred
• Self-starter, ability to work and thrive with a small team