Client Support Manager - User Operations
Posted Updated
Description
You will lead User Operations and resolve escalated client issues through root-cause investigation. You will oversee customer-impacting projects, complaints, support tickets, disputes, policies, risk controls, incident reporting, and client communications. You will manage and train eight staff members while keeping practices aligned with MAS requirements.
Responsibilities
- Assess and decide client issues
- Investigate root causes of customer issues with internal stakeholders
- Assess customer impact during stakeholder project implementations
- Work with marketing on customer notifications
- Address escalated complaints with prompt and comprehensive answers
- Lead during ticket surges, incidents, and external threats
- Monitor support tickets and report abnormal observations to management
- Challenge outcomes of card payment disputes
- Drive User Operations projects, including AI integration
- Review and approve User Operations policies and procedures
- Perform Risk Control Self-Assessments and report KRIs
- Initiate, coordinate, and close User Operations incident reports
- Manage and train a team of eight staff members
- Work with business units and IT on new initiatives, notifications, and announcements
- Stay current with MAS requirements and guidelines affecting retail customers
Requirements
- 8+ years of customer service or client support operations experience in a retail brokerage, cryptocurrency firm, fintech, or bank
- University degree in Finance, Economics, Business, or a related field
- Cryptocurrency, blockchain, fintech, or finance trading domain experience preferred
- Knowledge of account-opening AML/CFT requirements preferred
- Communication and concise writing skills
- Ability to adapt to non-office hours when market conditions require
- Bilingual capability preferred
Benefits
- Generous annual leave in addition to national holidays
- Medical coverage including GP, specialist, and TCM care
- Self-care benefits
- Fitness workshops and webinars
- Well-stocked pantry