Coinhako - Client Support Manager - User Operations
Requirements
• 8+ years of working experience in customer service/client support operations in a retail brokerage, cryptocurrency firm, fintech or bank. • A university degree in Finance, Economics, Business, or a related field. • Advanced understanding and/or experience working in a Cryptocurrency/Blockchain/Fintech/Finance Trading domain preferred • Demonstrated experience in account opening AML/CFT requirements is an added advantage • Strong communication skills and ability to write succinctly. • Strong sense of responsibility, accountability and able to work well in teams • Able to adapt to non-office hours when market conditions require. • Bilingual will be an advantage • What’s in for you: • Friendly and fun start-up work culture • Convenient work location located in the heart of CBD area • Generous annual leaves on top of national holidays • Medical coverage including GP, Specialist, TCM, and more • Self-care benefits and exciting fitness workshops/webinars • Vibrant office with a well-stocked pantry • By submitting your application to us, you consent to the collection, use, disclosure and processing of your personal data in accordance with our privacy policy, which is accessible at https://www.coinhako.com/legal/sg-1/privacy_policy.
Responsibilities
• Make decision on client issues based on rational assessment and evaluation of circumstances. Strong understanding of our business operations is required. • Investigate the root cause of customer’s issue by liaising with internal stakeholders • Participate in various stakeholder’s project implementation by assessing impact on customers and working with marketing to provide relevant information in notification • Addressed and front escalated complaints by understanding the root issue and providing prompt, accurate and comprehensive answers. • Exemplify leadership during turbulent/distressed times or external threats e.g surge in tickets or discovery of incidents etc.. • Monitor user support ticket, raise questions and promptly feedback to Management any abnormally observed that requires attention. • Challenge outcomes of disputes on Card payments • Drive UO projects including integration of AI to improve service efficiency • Review and approve User Operations Policies and Procedures. • Perform Risk Control Self-Assessment (RCS) for the department and ensure work with other departments to ensure that controls are in place. Report KRI on a regular basis. • Initiate Incident Reporting for UO incidents and ensure follow through by various departments and closure for incident reporting. • Manage a team of eight staff members and provide training in specific areas as needed. • Work with business units and IT on the implementation of new business initiatives, regular client notifications and announcements • Keep abreast of MAS’ requirements and guidelines impacting retail customers
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT