Hybrid Client Support Manager

at Atlantic Partners Asia

• Job title: Client Support Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Kuala Lumpur, Malaysia

About the role

• Manager of Client Support leading team in enhancing client satisfaction and support processes. Ensuring compliance and developing strategies for operational excellence in payments industry.

Responsibilities

• Lead, mentor, and develop a team of client support representatives.
• Monitor team performance, provide regular feedback and conduct performance reviews.
• Foster a positive and collaborative team environment.
• Ensure timely and effective resolution of client inquiries and issues.
• Develop and implement support procedures and best practices to enhance client satisfaction.
• Handle escalated client concerns and provide solutions.
• Maintain high levels of client satisfaction through excellent service delivery.
• Develop and implement strategies to enhance the client support experience and achieve service excellence.
• Prepare and present regular reports on team performance, client satisfaction, and support metrics to senior management.
• Monitor and analyze support metrics to identify areas for improvement.
• Collaborate with other departments to resolve client issues and improve services.
• Regularly cross-check with the Provider Team and Payment Team to ensure client balances, and all other related process flows are accurate.
• Address discrepancies promptly and ensure accurate transaction processing.
• Train existing and new team members on company policies, procedures, and best practices.
• Identify training needs and provide ongoing development opportunities for the team.
• Stay updated on industry best practices and emerging trends to ensure the team is equipped with the latest tools and techniques.
• Collaborate with compliance teams to ensure that all client support processes adhere to industry regulations and standards.
• Lead initiatives to improve support processes and client experiences.
• Prepare and provide regular reports on work progress, including metrics and KPIs.

Requirements

• Bachelor’s degree in business, finance, or a related field.
• Well verse in Microsoft Office application – especially in Microsoft Excel.
• Proven experience in a client support or customer service role in the payments industry.
• Strong leadership and team management abilities.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.
• Ability to work night shift (4PM to 1PM), and flexible scheduling.
• Ability to collaborate effectively across departments.
• In-depth knowledge of payment processing, payment gateways, and related technologies.
• Strong knowledge of payment industry regulations and standards.
• Familiar with foreign exchange and foreign exchange quoting.
• Excellent interpersonal and communication skills.
• Strong verbal and written communication in English.
• Ability to communicate in Chinese including Mandarin is preferable.
• Strong leadership and team management skills.
• Strong problem-solving abilities and attention to details.
• Excellent customer-centric approach.
• Ability in handling, and managing confidential information responsibly.
• Adaptable and able to work effectively in a fast-paced environment.