Lead, Customer Support

About the Role

The Head of Customer Support is responsible for leading the bank's end-to-end customer support function, ensuring every customer 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 into the bank's decisions. The role also drives the systems, automation, and continuous improvement agenda; including Case Management System (CMS), telephony, and IVR configuration needed to elevate operational productivity and First Contact Resolution (FCR).

Key Responsibilities

A. BPO & Omnichannel Operations

• Oversee the Level 1 BPO service provider across all customer contact channels i.e., voice, chat, email, and web tickets; including social media coverage, ensuring consistent, high quality service delivery.
• Ensure customer satisfaction and experience remain at the core of daily operations across all outsourced and internal support 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 in internal engagements 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 consistently meet or exceed prescribed standards, with regular monitoring, reporting, and corrective action where needed.
• Own and continuously refine the Case Management System (CMS), telephony systems, and IVR configurations to streamline customer engagements, reduce handling effort, and enable faster, more accurate case routing and resolution.
• Bring an agentic, first-principles approach to elevating operations and productivity; proactively identifying automation and AI-driven opportunities within CMS, telephony, and IVR workflows to lift First Contact Resolution (FCR) and reduce repeat contacts.

E. People Leadership & Continuous Improvement

• Manage the internal team responsible for Customer Support fulfilment and escalations, providing clear direction, coaching, and support to ensure consistent service delivery.
• Set team targets and hold the team accountable for deliverables, ensuring alignment with broader business and customer experience objectives.
• Drive improvement and optimisation initiatives across people, process, and technology to enhance efficiency, quality, and the overall customer support experience.
• Manage relationships with system and service vendors, including contract performance, service quality, and ongoing cost optimisation.

Qualifications & Experience

Minimum Requirements

• BA in Business, Finance, Law, Risk Management, or related field.
• At least 10 years of experience 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 regulatory requirements for complaints handling is a strong advantage.
• Proven track record managing omnichannel support operations (voice, chat, email, web, and social media).
• Hands on experience configuring and managing Case Management Systems (CMS), telephony systems, and IVR flows, with a track record of using these systems to ease customer engagement and improve First Contact Resolution.

Preferred Competencies

• Demonstrated ability to think agentically about operations; identifying automation and workflow opportunities that lift productivity, reduce turnaround time, and improve resolution quality.
• Strong stakeholder management skills, with demonstrated experience collaborating with Product, Technology, and Marketing teams.
• Solid grasp of KPI, SLA, and AHT frameworks, with a data-driven approach to performance management.
• Experience in vendor management and cost optimisation, including contract negotiation and performance oversight.
• Excellent communication and leadership skills, with the ability to influence at all levels of the organisation.
• Customer centric mindset with a strong sense of ownership and accountability for service outcomes.