Client Services Operations Management
- Lead and manage day-to-day back-office and operational support activities within the Client Services function to ensure stability, efficiency, and service continuity.
- Oversee operational processes related to issue handling, internal coordination, and exception management across client service activities.
- Oversee order monitoring activities, including decisions on whether orders should be released or declined in line with internal controls, risk indicators, and business rules.
- Support business continuity and operational readiness during peak periods, incidents, or periods of change.
Payment, Fraud, and Chargeback Operations
- Oversee operational management of payment-related issues, including initial issue assessment and coordination of resolution with relevant internal teams and external partners.
- Act as a key point of coordination with payment service providers and vendors to support issue investigation, resolution, and operational follow-up.
- Manage fraud-related operational activities, including investigation support, case handling, and coordination with relevant stakeholders,etc.
System Enhancement, UAT, and Project Management
- Lead and manage Client Services-related projects across the full lifecycle, including planning, requirement gathering, testing, implementation, and post-launch review.
- Represent Client Services operational needs in cross-functional projects involving system enhancements, workflow changes, or new tool implementation.
- Coordinate closely with IT, Digital Retail, and other stakeholders to ensure developments are aligned with operational requirements and business priorities.
- Lead or support user acceptance testing (UAT) for system changes impacting Client Services operations, ensuring readiness for deployment and smooth transition into business operations,etc.
Personal Data Request Operations and Governance
- Oversee operational handling of client personal data-related requests, including requests for disclosure and correction, in accordance with internal policies and regulatory requirements.
- Coordinate with Legal and Internal Control to ensure appropriate review, escalation, and handling of sensitive or regulated requests.
- Ensure operational processes are managed accurately, securely, and within required timelines,etc.
Cross-Functional Collaboration and Stakeholder Management
- Work closely with internal teams including Client Development & Digital Retail, IT, Finance, Logistics, warehouses, Legal, Internal Control, and other relevant stakeholders to ensure smooth operational execution.
- Coordinate with external partners such as carriers, payment-related vendors, and service providers where applicable.
- Act as a central point of contact for operational issue resolution requiring cross-functional alignment and timely decision-making.
- Liaise effectively with HQ stakeholders on operational topics, escalation matters, and project-related initiatives,etc.
Team Management and Capability Development
- Manage, coach, and develop the Client Services Operations team to ensure strong performance, engagement, and capability growth.
- Set clear objectives and expectations for team members and provide ongoing guidance, feedback, and performance management.
- Oversee work allocation and prioritization across team members to ensure effective handling of operational activities and projects.
- Manage external staff or outsourced resources where applicable and ensure effective collaboration within the broader team structure,etc.
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