ADI CONSULTING 5.0 ★

We are an AI Fintech company specializing in assessing consumers’s credit profiles in emerging markets combining pioneering AI with large alternative data sources. In 2020 we reached our ambitious milestone of credit profiling 1bn consumers spanning 4 countries - Vietnam, Indonesia, India & the Philippines - and building a platform for the wider industry and the financial services industry, in particular, to provide the 'un & under' served access to credit. At the core of this initiative has been our strict and unwavering adherence to the norms of consumer data privacy and consumer data rights.

But we're not satisfied as we embark on the next leg of our journey to deliver 100 million credit lines to consumers in our markets. Although this goal is ambitious, we truly believe that by harnessing the power of AI & Big Data we can deliver financial access at an unprecedented scale.

As a firm, we're audacious problem solvers motivated by our impact on society. We deeply espouse the values of ownership - of our actions and initiatives, integrity in all we do, and agility in execution.

How You Will Make An Impact In This Role

We are partnering with banks that are embracing changes toward digital banking - Credit Card Partnership. These changes are exciting but complex, and we are looking for team members who are motivated by big challenges and are ready to dive headlong into helping us grapple with complexity, build solutions, and turn our visions into a reality. Join us, if you have the talent and desire to deliver financial access for all by advancing data science and technology.

As the Operations Manager - Credit Card Business, you will have the ultimate responsibility for decision-making and prioritization for driving customer service & telesales strategy, and innovative solutions, lead our customer service team in delivering world-class support, and manage our telesales outsource agents to provide world-class support that delights our customers and partners.

The Operations Manager - Credit Card Partnership will report to the Director of Credit Card Partnership.

Responsibilities

• Develop and implement customer-centric service strategies aligned with our mission
• Build, train, and lead a high-performing customer service team
• Set and track performance metrics, continuously improving service quality
• Monitor customer interactions across all channels (phone, email, chat, social media) to ensure high-quality service and prompt issue resolution
• Collaborate with cross-functional teams to drive customer-focused improvements
• Analyze customer feedback and service metrics to identify trends and opportunities
• Empower the team to make decisions and take ownership of customer issues, providing guidance and support as needed
• Collaborate with other departments (product, marketing, engineering) to share customer insights and drive customer-focused improvements
• Develop and maintain a knowledge base of product information, policies, and best practices to enable the team to provide accurate, consistent support
• Serve as the escalation point for complex customer issues, using strong problem-solving skills and diplomacy to find win-win resolutions
• Manage and optimize telesales outsource agent performance
  
  

Requirements

• Vietnamese
• A genuine passion for helping customers and providing exceptional service
• 5+ years of customer service experience, with 2+ years in a leadership role
• Proven track record of building and leading high-performing customer service teams
• Deep understanding of customer service best practices and metrics
• Excellent communication and interpersonal skills, with the ability to build rapport and defuse tense situations
• Strong analytical and problem-solving skills, with the ability to derive insights from data & dashboard
• Proficient in customer service technologies (e.g., CRM, helpdesk, chat, phone systems)
• Bachelor's degree in business, communications, or a related field (or equivalent experience)
  
  

What we offer

Join Our Team And Enjoy

• Competitive compensation package, including 13th-month salary and performance bonuses
• Comprehensive health care coverage for you and your dependents
• Generous leave policies, including annual leave, sick leave, and flexible work hours
• Convenient central district 1 office location, next to a future metro station
• Onsite lunch with multiple options, including vegetarian
• Grab for work allowance and fully equipped workstations
• Engaging in team-building activities, sponsored sports clubs, and happy hour every Thursday
• Unlimited free coffee, tea, snacks, and fruit to keep you energized
• An opportunity to make a social impact by helping to democratize credit access in emerging markets
  
  

At Trusting Social, we deeply espouse the values of ownership, integrity, and agility in execution. We believe in doing what is right, what is best, and what is innovative. If you share our values and beliefs, we invite you to join us on our journey to deliver financial access at an unprecedented scale.

About Us

Trusting Social, an AI Fintech pioneer, assessed 1bn consumers across 4 countries, revolutionizing credit access. Our unwavering commitment to consumer data rights drives our journey to provide 100 million credit lines in emerging markets. With AI & Big Data, we aim to deliver unprecedented financial access. As audacious problem solvers, we champion ownership, integrity, and innovation. Join us if you're driven to impact society, embracing advanced technology to make a difference. We offer a platform for exploration and impactful contributions. If you're ready to innovate and drive change, come be a part of our team.

For more information about us please visit our website

https://trustingsocial.com