Circle Lead, Customer & Channel Enquiry & Investigation Support

About the Role

We are seeking a dynamic and experienced leader to head our Customer & Channel Enquiry & Investigation Support (CCEIS) function at RHB Banking Group. In this role, you will provide strategic leadership and end-to-end oversight across multiple service areas, including Cash Customer Service, Trade Customer Service, BIS Support, Merchant Acquiring, and Merchant Support Service. You will be responsible for driving operational excellence, ensuring timely issue resolution, strengthening stakeholder engagement, and aligning service delivery with the Bank’s strategic objectives and KPIs.

What you will be doing

• Oversee operational activities and strategic initiatives to enhance service delivery and customer experience across all CCEIS functions

• Lead the review, investigation, and resolution of escalated service requests and technical/system issues across Cash, Trade, and Merchant services

• Monitor and evaluate team performance, ensuring adherence to SLAs and key performance metrics

• Act as the primary point of contact for stakeholders, ensuring consistent service quality across all service areas

• Ensure compliance with regulatory requirements and manage risk governance within the department

• Drive continuous improvement initiatives to optimize processes and service delivery

• Lead departmental projects and cross-functional collaborations aligned with business strategies

• Uphold policies related to customer data protection and confidentiality

• Lead Business Continuity Planning (BCP) and risk management efforts to ensure operational resilience

• Oversee vendor and supplier performance, including terminal service providers within Merchant Support Service

What we're looking for

• Proven leadership experience in banking operations, customer service, or related functions

• Strong understanding of banking products and services, particularly in Cash, Trade, and Merchant services

• Excellent stakeholder management and communication skills

• Strong analytical and problem-solving capabilities

• Demonstrated ability to lead teams, manage performance, and drive results

• Sound knowledge of regulatory requirements and risk management practices

• Experience in managing vendors and cross-functional projects is an advantage

• Highly driven, organized, and committed to operational excellence

What we offer

At RHB Banking Group, we are committed to fostering a collaborative and inclusive work environment that empowers our employees to reach their full potential. We offer competitive remuneration, comprehensive benefits, and ample opportunities for professional development and career growth. If you're ready to be a part of our transformative journey, we encourage you to apply now.