Kerja Sepenuh Masa, Client Services Team Lead di StashAway Federal Territory - Maukerja

About Job

At StashAway, we are here to empower people to build long-term wealth. As a Client Service Team Lead, you will lead, coach, and scale our high-performing client engagement team to deliver an exceptional experience. In this role, you will take ownership of daily operations, mentor a team of client-facing specialists, and streamline workflows using data, automation, and smart processes to keep our clients confident and invested.

Key Responsibilities

• Team Performance: Own team KPIs, coaching, development, and performance management to ensure the team consistently achieves ≥90% overall KPI month-on-month.
• Operations: Manage queues, workload allocation, staffing, coverage, productivity, and SLAs/AHT.
• Client Experience: Manage escalations, complaints, difficult cases, and service quality to maintain strong CSAT and FCR performance.
• Quality Excellence: Maintain high service quality and documentation accuracy through regular monitoring and coaching.
• People Development & Training: Drive capability through structured coaching, 1:1s, training, and knowledge development.
• Continuous Improvement: Identify process gaps, improve SOPs and workflows, and drive automation and AI opportunities to reduce manual work and improve scalability.
• Stakeholder Management: Coordinate with Compliance, Product, Operations, Investment, and Tech to effectively manage escalations and cross-functional issues.

Who are we looking for

• 3–4 Years of People Leadership: Proven track record of direct line-management and coaching within client service, customer support, or contact center operations.
• Industry Agnostic: Prior experience in Fintech or Financial Services is not required—we value strong leadership, operational rigor, and a client-first mindset.
• Performance & Operations Focus: Demonstrated ability to manage operational queues, drive key service metrics, and maintain strict SLA standards.
• Tech & Continuous Improvement Mindset: Comfortable identifying operational gaps and keen to leverage modern automation or AI tools to reduce manual overhead.
• Strong Communication: Effective verbal and written communicator capable of aligning across cross-functional stakeholders and managing tough client escalations.

LIFE AT STASHAWAY

Your Growth, Rewarded

• Competitive compensation package, including ESOPs (Employee Stock Option Plan) for full-time employees.
• Comprehensive medical coverage including GP, specialist, hospitalization, surgical, and dental benefits.
• Employee discount on StashAway asset management fees.

Work Your Way

• Flexible hybrid work setup.
• Work-from-anywhere policy for up to 8 weeks annually.
• Unlimited annual leave built on trust, flexibility, and accountability.
• Personal work equipment budget to support your ideal workspace.

Never Stop Growing

• Annual Learning & Development budget to support your professional and personal growth.

More Than Just Colleagues

• Quarterly team bonding budget across teams and functions.
• Annual company off-sites (Q4) focused on connection, collaboration and fun.