Head of Operations & Customer Experience, Malay...

The company Neo Services Sdn. Bhd. is a newly setup Shared Service Center, a 100% subsidiary of GXS Bank Pte. Ltd. based in Singapore - the Grab-led Digital Bank approved by MAS to commence operations. We aim to leverage technology and innovation to serve the financial needs of the unserved and underserved individuals, and micro and small medium enterprises. We are driven by our shared purpose and passion to bring positive transformation to the banking industry. The team You will be stepping into a critical leadership position, reporting directly to the Head of Shared Service, Malaysia. You will lead and inspire a dynamic, customer-obsessed operational group, with direct oversight of several key downline leaders, including the Customer Service Team Lead, Workforce Manager, Service Manager, Banking Operations and Services Team Lead, and the AML & Fraud Operations Team Lead. Your team sits at the heart of our delivery model, bridging the gap between strategic business goals and exceptional, day-to-day customer execution. What you'll do Lead the Customer Experience, AML & Fraud Operations and Bank Operational planning to achieve overarching business goals. Partner with all Lines of Business to evaluate, develop, and deploy operational plans and resources that support customer acquisition, service, and product strategies. Champion a “digital first” operations strategy within the Bank’s product roadmap, maximizing the automation and digitization of operations activities from ideation to launch. Leverage technology to ensure a high degree of scalability. Oversee Omni-Channel Contact Centre Operations, Customer-Facing Knowledge Management, and exception handling. Act as the ultimate customer advocate by escalating service breaks, identifying potential pitfalls during product launches, and providing crucial feedback. Build a highly driven, customer-obsessed operations team. Equip them with the right competencies, effective processes, and tools necessary to fulfill our service promise. Create and manage performance metrics (KPIs) and service level agreements (SLAs). Utilize advanced data and big data analytics to forecast capacity needs, uncover insights, monitor production quality, and discover patterns for targeted efficiency improvements. Develop and evaluate operations policies, standards, and procedures. Continuously review organizational effectiveness, processes, and structures to recommend improvements and meet evolving business goals. Ensure all day-to-day operations comply with regulatory and internal requirements in a cost-effective manner. Collaborate with internal and business stakeholders of the bank to assess operational risks, evaluate risk controls, and drive the effectiveness of control measures. Take charge of sound BCP planning and operational management during BCP events for the entire CX and Operations function. What you'll need Proven track record in a senior leadership role overseeing Customer Experience, Banking Operations, and Contact Centre management. Strong background spanning multi-channel customer service, banking operations, and AML/Fraud operations. Deep understanding of “digital-first” banking strategies, automation tools, and the proven ability to leverage advanced data analytics for capacity planning and operational insights. Experience partnering with senior stakeholders (e.g., Head of Shared Services, Business Lines) to translate organizational goals into actionable, scalable operational plans. Strong familiarity with banking regulations, risk assessment, and Business Continuity Planning (BCP). Demonstrated ability to evaluate processes, build internal policies from the ground up, and restructure teams for maximum efficiency. A genuine passion for advocating for the customer and building a culture of service excellence within large teams. About GXS Bank: We are living in dynamic times. Technology is reshaping how we live, and we want to use it to redefine how financial services are offered. GXS Bank is the leading technology company in Southeast Asia offering everyday services to the masses. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their unique perspectives. Join us in our mission to provide financial inclusion for people in our region.We are now expanding our operations with the establishment of a Shared Services Entity in Malaysia - Neo Services Sdn Bhd (NSSB), to support our growth and operational excellence. NSSB will centralize key functions such as Customer Services, Banking Operations and Credit Operations; enabling scalable solutions that align with our vision, agility and efficiency.