Manager, Service Hub

Kuala Lumpur, Malaysia

Permanent

Duties & Responsibilities

Service Hub Operations & Oversight:
Oversee daily operations of the Customer Engagement & Service Hub to ensure smooth customer flow, effective complaint resolution, and adherence to TNGD’s SOPs.
Ensure all customer interactions and complaint cases are accurately logged using approved systems (e.g. Zendesk, GLO Admin, Queue Management System).
Manage ticket flow, escalation tracking, and service turnaround times in accordance with BNM’s Complaint Handling Policy and internal SLAs.
Maintain a clean, secure, and welcoming Service Hub environment that reflects the TNGD brand and values.
Staff Management & Development:
Recruit, schedule, and supervise Service Hub staff including Customer Service Executives and Part-Time Promoters.
Conduct onboarding and continuous training to ensure staff are equipped to manage customer interactions and service delivery effectively.
Monitor team performance, enforce service quality standards, and implement coaching or corrective actions where necessary.
Promote a culture of accountability, customer-centricity, and operational discipline within the Service Hub team.
Compliance & Internal Control:
Ensure Service Hub operations comply with regulatory frameworks, including:
? Financial Services Act 2013
? Money Services Business Act 2011 (MSBA
? BNM Guideline on Complaints Handling
? PDPA, AML/CFT policies (as applicable)
? Internal governance, data protection, and SOPs
Serve as the main point-of-contact for internal/external audits, compliance reviews, and incident reporting related to Service Hub activities.
Monitor the implementation of internal controls related to system access, queue management, data handling, and customer documentation.
Customer Education, Awareness & Cross-Sell:
Drive conversion of walk-in users into high-value digital users by promoting in-app services such as remittance activation, Visa prepaid card usage, bill payments, international airtime, telco reloads, and other features using compliant messaging, visual aids, and guided assistance.
Collaborate with Business Units and Product Marketing to deploy targeted promotional materials, in-app tutorials, and Service Hub-level engagement tools that improve product awareness and feature adoption.
Track and improve the Service Hub’s influence on product activation.
Provide data and insights to support ROI evaluation and inform decisions on future service hub expansion.
Service Hub Expansion & New Setup Support:
Play a key role in the planning, setup, and rollout of future Service Hub locations, based on learnings from the flagship service hub.
Provide on-ground insights, SOP improvements, and staffing input to support TNGD’s Service Hub expansion roadmap.
Support onboarding and training for new Service Hub teams and ensure standardization across sites.

Requirements

Bachelor' Minimum 5 years of experience in branch operations, customer service, or retail service management, ideally in financial services, fintech, or telco.
Strong leadership and people management skills with experience in supervising teams.
High attention to detail with knowledge of operational controls, ticketing systems (e.g. Zendesk), and queue management tools.
Excellent verbal and written communication skills in Bahasa Malaysia and English.
Understanding of compliance, risk mitigation, and customer protection principles.
Tech-savvy with strong familiarity with mobile apps and digital services.
High integrity and accountability — able to act as the face of TNGD at the Service Hub.
Prior experience in managing service centres or branches regulated under FSA or MSBA is highly advantageous.
Certification in AML/CFT awareness, PDPA, or Complaint Handling is a bonus.