Client Management Team Lead

About the Role

GXS Bank is a fast-growing regional digital banking group working to reshape financial services across Southeast Asia. The organization aims to expand financial inclusion and help people achieve meaningful goals through a foundation built on data, technology, and trust. This role is for someone who wants to take ownership of the mission and help define the future of digital banking.

Role Overview

The Client Management Team Lead will own the overall quality, training, and process-improvement agenda for the Customer Support function. The position is focused on delivering consistent, customer-first service across support channels, managing the full complaint journey, strengthening service excellence, and centralizing knowledge management.

Key Responsibilities

• Guide and support a team of Service Specialists, overseeing daily complaint operations, team performance, service levels, and quality expectations.
• Build, implement, and keep improving the complaint-management framework, policies, and SOPs so they remain aligned with internal rules and external regulatory obligations.
• Create and execute service-recovery approaches for difficult customer situations, including in-person engagement when required.
• Handle or oversee complex and escalated complaints, ensuring proper investigation and root-cause analysis to reduce repeat issues.
• Track complaint patterns, identify recurring gaps or systemic issues, and work with teams such as Product, Operations, and Compliance to drive upstream fixes.
• Maintain accurate complaint files, correspondence, and supporting records in line with regulatory standards.
• Design and run training for complaint handling, service recovery, and compliance topics for the team and other stakeholders.
• Lead the ongoing development of quality assurance and training practices that strengthen the Service Specialists team.
• Review agent interactions to spot coaching opportunities and build a culture of continuous improvement.
• Use performance and quality data to produce insights, refine processes, and improve overall service outcomes.
• Develop and update SOPs and quality scorecards so service delivery remains consistent and compliant.
• Curate and manage the knowledge base, including complaint response guidance, face-to-face handling best practices, FAQs, and KB articles for agents and customers.

Requirements

• At least 5 years of experience in customer service or a contact centre environment, ideally in financial services such as banking, digital banking, or payments.
• At least 3 years of experience directly leading a team in customer support, complaint handling, quality assurance, or service recovery.
• Hands-on experience managing complex complaints, handling customers face-to-face, and using de-escalation methods effectively.
• Proven success in improving service quality and driving process enhancements in a contact centre setting.
• Strong knowledge of contact centre operations, customer experience fundamentals, and complaint-handling regulations and best practices in financial services.
• Bachelor’s degree, or an equivalent qualification, from a recognized university in any discipline.
• Strong analytical, problem-solving, and decision-making abilities, with the skill to turn data into practical business actions.
• Excellent communication, interpersonal, presentation, and negotiation skills.
• High attention to detail, a strong customer-first mindset, and the ability to manage multiple priorities in a fast-changing environment.

Additional Information

The role is based in Singapore and is a full-time onsite position. No specific salary, number of openings, start date, or application deadline was provided in the source.