Customer Service & Operations Functional Lead (Chief Customer Operations)

LEAD WHAT'S NEXT

Be part of a strategic initiative shaping the future of digital banking in Vietnam.

We are looking for experienced senior professionals to lead key functional workstreams during the build stage, reporting to the Project Director, and helping establish the capabilities, operating model and teams required for future scale.

BUILD FOR A BRIGHTER TOMORROW

Key Tasks

• Design and operate an end-to-end customer service and operations model for the initiative.
• Build and manage service model, operating processes and performance standards.
• Leverage data and technology (including AI) to continuously improve service quality and operational efficiency.
• Establish service governance, SLA and customer feedback mechanisms.
• Lead and develop a high-performing operations and customer service team.
• Coordinate with relevant stakeholders to ensure seamless customer journeys.

Requirements & Skills

• 10+ years of experience in customer service, operations or related fields, preferably in banking, fintech or digital businesses.
• Strong experience in service design, process improvement and operational excellence.
• Data-driven mindset with exposure to AI and automation.
• Excellent leadership, problem-solving and stakeholder management skills.

Apply Now
Send your CV and a short introduction to:
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