Kerja Sepenuh Masa, Head of Customer Service di Rakuten Trade Federal Territory - Maukerja

Role Description

The Head of Customer Service is a strategic and operational leadership role responsible for driving service excellence, enhancing customer experience and building long-term client relationships at Rakuten Trade. The role oversees customer service operations, team performance and continuous improvement across multiple service channels, ensuring compliance with applicable regulatory requirements, while championing a customer-centric approach that anticipates client needs, strengthens engagement, improves retention and contributes to sales and revenue growth through effective relationship management, service excellence and proactive client communication.

1. Provide strategic direction for the Customer Service function by establishing departmental objectives, service standards and operational strategies aligned with customer needs, business priorities and long-term relationship management goals.
2. Lead and develop a high-performing Customer Service team by establishing clear accountability, performance measures, service KPIs and governance frameworks to drive operational efficiency, service excellence and a proactive, customer-centric culture.
3. Oversee customer service operations covering trading execution, settlement, corporate actions, margin calls and market-related enquiries, ensuring accurate, timely and compliant resolution with a seamless and positive customer experience.
4. Drive continuous improvement in customer experience and service performance through key metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Response Time (FRT), resolution turnaround time, complaint ageing and error rates, alongside customer engagement and retention indicators.
5. Champion the Voice of the Customer (VOC) by analysing customer feedback, behaviour, preferences and service trends to anticipate client needs, identify recurring issues and recommend actionable improvements to the CEO and Management Committee.
6. Lead the management of customer complaints, escalations and regulatory-related matters involving the Securities Commission Malaysia, Bursa Malaysia and other relevant authorities, ensuring effective resolution, appropriate service recovery and preservation of customer trust, while maintaining audit readiness.
7. Ensure compliance with applicable regulatory, legal and internal control requirements by proactively identifying and mitigating service, operational and conduct risks, and implementing appropriate corrective measures.
8. Lead customer service readiness and response during system incidents, platform outages, volatile market conditions and other critical events, collaborating with IT, Operations, Risk and Compliance to ensure timely client communication, effective resolution and restoration of client confidence.
9. Drive digital transformation and service productivity through automation, self-service solutions, effective CRM utilisation, workflow optimisation and service analytics to improve operational efficiency, personalise customer interactions and strengthen client engagement.
10. Partner with senior stakeholders and cross-functional teams to participate in business and platform enhancement projects, providing customer insights, identifying service requirements and ensuring operational readiness.
11. Drive customer-centric initiatives that enhance the end-to-end client journey, strengthen client relationships and support onboarding, activation, reactivation, product adoption and retention, while identifying opportunities to increase trading activity, cross-selling and revenue growth through proactive client engagement and relationship management.
12. Oversee day-to-day service delivery while continuously improving processes, controls and customer touchpoints to reduce customer effort, anticipate service needs and deliver a consistent, high-quality experience.
13. Manage departmental budgets, expenditure planning, financial performance and cost optimisation, ensuring effective resource allocation without compromising service quality or customer experience.
14. Lead talent development and workforce management, including recruitment, training, coaching, performance management, succession planning and resource planning, building a capable, empathetic and commercially aware team committed to customer satisfaction and long-term relationships.

Qualifications

1. Candidate must possess at least Bachelor's Degree/Post Graduate Diploma/Professional Degree in any disciplines or equivalent.
2. Must possess or obtain Capital Market Services License - Module 6 (Stock Market and Securities Law), Module 7 (Financial Statement Analysis and Asset Valuation)
3. Required language(s): Bahasa Malaysia, English
4. At least 8 Year(s) with 5 Year(s) of supervisory/management experience in a high-volume call centre. Proven management and/or relationship management experience at a senior, strategic level role. Established track record of exceeding targets/service agreement level, in quality led, legislative compliant environment.
5. Possessing at least 4-5 years of working experience in stockbroking dealings is an added advantage.
6. Strong strategic and customer focus with a clear understanding of issues impacting the stockbroking industry.
7. Excellent communication and negotiation skills.
8. Evidence of well-developed leadership skills.
9. Able to adapt and succeed in a changing environment.