Customer Operations Head  

We are looking for a highly motivated Customer Experience Manager to help us build and lead a world class customer service and collections team. This role is focused on developing and driving a team to provide world class customer experience throughout the customer lifecycle. The Customer Experience Manager is responsible for establishing procedures and reporting, hiring and training customer service agents, coaching, setting expectations, measuring performance, and upholding all of AsiaKredit’s expectations.

• A minimum of 2+ years of Customer Service experience
• Proven success with training, QA, business process improvement, and workforce planning experience
• Understanding of consumer finance lending
• Proven ability to deploy set standards, procedures and policies
• Expertise utilizing data to make decisions and drive management decisions
• Experience working in a matrix environment
• Willingness to take on a key function of our organization and desire to bring best in class servicing to all of AsiaKredit
• Ability to manage a CRM (Zendesk preferred) and Telephony system or contact center management experience
• Knowledge of the financial services industry (Know Your Customer, financial compliance, etc.)
• Project management skills, ideally Six Sigma training
• Experience working with an international team
• Comfortable with ambiguity