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Head Customer Support
Full-time
About the Role
The Head of Customer Support is responsible for leading the bank's end-to-end customer support function, ensuring every interaction across voice, chat, email, web, and social media meets the highest standards of quality, compliance, and satisfaction. This role owns the performance of the Level 1 BPO partner, manages BNM-related complaints and escalations, and works closely with Product, Technology, and Marketing to embed the voice of the customer. It also drives the systems, automation, and continuous improvement agenda, including Case Management System (CMS), telephony, and IVR configuration to elevate productivity and First Contact Resolution (FCR).
Key Responsibilities
A. BPO & Omnichannel Operations
Oversee the Level 1 BPO service provider across all contact channels (voice, chat, email, web tickets, social media), ensuring consistent, high-quality service.
Ensure customer satisfaction and experience remain at the core of daily operations across all touchpoints.
B. Regulatory & Escalation Management
Own the management of BNM-related escalations, including customer complaints and regulatory inquiries, ensuring timely, accurate, and compliant resolution and reporting.
C. Cross-Functional & Stakeholder Engagement
Act as the voice of the customer with Product, Technology, and Marketing teams, feeding front-line insights into product and process decisions.
D. Performance & Systems Management
Ensure all KPIs, SLAs, and AHT targets meet or exceed standards, with regular monitoring and corrective action.
Own and refine the CMS, telephony systems, and IVR configurations to streamline engagements and enable faster case routing and resolution.
Bring an agentic, first-principles approach to identifying automation and AI-driven opportunities that lift FCR and reduce repeat contacts.
E. People Leadership & Continuous Improvement
Manage the internal team responsible for support fulfilment and escalations, providing direction, coaching, and support.
Set team targets, drive improvement initiatives across people, process, and technology, and manage system and service vendor relationships.
Qualifications & Experience
BA in Business, Finance, Law, Risk Management, or related field.
At least 10 years in customer support/service operations, with a minimum of 5 years in a leadership role managing large teams and/or outsourced BPO partners.
Prior experience in banking, fintech, or digital financial services strongly preferred; familiarity with BNM complaints-handling requirements is a strong advantage.
Proven track record managing omnichannel support operations and hands-on experience configuring CMS, telephony systems, and IVR flows to improve FCR.
