People Development: Manage and develop a team of backend support associates including KYC (Know Your Customer) and Payment Approval Officers, ensuring they meet individual performance and career development goals.
Operation Excellence: carry SLA targets and customer support matrix, enhance the team’s capability through quality and training initiatives
Customer Experience: Understand end-to-end customer experience and map best practices in market, identify gaps and operation process opportunities, drive continuous improvements to better meet business needs
For this role, you have:
University degree holders
4+ years experience in operation/customer support filed, 2+ years of team leader/supervisor level management experience
Cross boarder trading industry experience would be a great advantage.
Fintech/banking/financial industry background (especially with online payment process experience) would be an advantage.
Ability to communicate/interact with management and key stakeholders
Hands-on experience and attention to details
Excellent Chinese and English skills – reading, writing and speaking