美团Head of Service Experience

Key Responsibilities: 1. Lead and manage high-performing service teams with a focus on customer-first strategies, balancing experience and efficiency. 2. Drive the scaling and operationalization of service functions in new markets, with expertise in wide CE disciplines (WFM, BPI, TQA). 3. Lead teams within regional/global internet or e-commerce platforms, preferably in on-demand services (e.g., food delivery). 4. Develop and execute customer experience strategies aligned with business goals.

We are WorldFirst, an international payments business helping move money around the world. We became part of Ant Group in 2019, accelerating our mission to create the world’s best platform for international trade by combining WorldFirst’s products with Ant’s solutions aimed at enabling the digitalisation of the modern services industry globally. We have a shared purpose ‘to make it easy to do business anywhere'. Together, we are advancing our shared aim of bringing innovative, inclusive and affordable services to small and medium-sized businesses and online merchants in the rapidly growing area of cross-border trade. We are looking for a passionate individual who has Training and Quality Assurance experience to join our team and ensure that our Customer Success Managers are well trained and maintain the highest standards of service quality. Job Description: As a Customer Success Training and Quality Assurance Specialist at WorldFirst, you will be reporting directly to the Head of Quality Assurance and Complaints. Your responsibilities will encompass both training and quality assurance aspects. This role will cover training Customer Success Managers in Asia, the UK and Europe. There is also a small element of dealing with customer complaints. If you are passionate about training and quality assurance in the field of customer service, we encourage you to apply for this position. Key Responsibilities: 1. Training: • Conduct orientation sessions for new hires to introduce them to the company's values, culture, and expectations. • Deliver and create training materials and resources to support ongoing learning and development. • Collaborate with the CSM team leaders to identify opportunities for process improvements and training needs. As well as other members throughout the company. • Ensure that associates understand the regulatory requirements that are expected of them within the region in which they are based 2. Quality Assurance: • Regularly monitor and evaluate customer interactions with our various teams via phone calls, emails, and chats. • High proficiency in the English language, this role will require reviewing emails and chats for grammar and spelling mistakes. Also ensuring the right tone and structure is used. • Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards • Analyse data and prepare reports on quality assurance findings, identifying areas for improvement. • Conducting Root Cause Analysis to identify and evaluate quality trends, and contributing to the improvement of controls and reports. • Reporting any compliance failures to the Head of Quality and Complaints. 3. Complaints Handling: • To handle and manage complaints within the regions mentioned previously, experience is not required as training will be given.

We’re on a mission to make financial services accessible and effortless for SMEs. As one of Singapore’s latest digital wholesale banks fully regulated by MAS, we’re committed to continuous innovation to bring about simpler, safer and more rewarding financial services. #bringingaboutwhatsnext We are currently seeking a high calibre professional to join our team as a Senior KYC Ops Specialist. Job Specification This role is required to operate with a strong commercial focus ensuring alignment to the Bank’s business objectives while adhering to the Bank’s control principles at all times. The successful candidate will lead the KYC Operations team in Singapore, be the accountable service owner for all KYC-related activities, including onboarding, customer outreach, periodic and event trigger review and customer exits. Reporting directly into the Head of Customer Service & KYC Operations, the successful candidate will be responsible for executing the strategic direction of KYC Operations function in supporting the bank’s expanding business. On a day-to-day level, the successful candidate will work closely with AML, Risk, Legal, Business and Tech teams to ensure consistency of service and ensure best practice is applied. Core Responsibilities and Accountability Support the Bank’s expansion strategy end-to-end by collaborating with key stakeholders across the organization Build the systems, processes and people in KYC Operations, defining and executing a runway of activities to achieve the target operating model Drive continuous improvement initiatives across end-to-end customer lifecycle management activities to deliver a high and consistent standard of service Provide KYC-related activities in line with agreed OKRs, SLAs and KPIs – management and oversight of the local and offshore teams completing the work, providing guidance and training where applicable Provide guidance to internal stakeholders regarding regulations, requirements and processes for new customer account and/or new product setup in existing or new markets, including KYC, regulatory classifications e.g. FATCA/CRS, etc Drive the talent agenda by hiring and developing a highly-proficient team of customer-facing KYC specialists Leadership & Teamwork Motivate, lead and develop the KYC Operations team, elevating the standards of the team in supporting the bank’s business Act as a thought leader in the long-term strategy and future expansion of the KYC Operations function in relation to the bank’s business strategy and industry development Advocate focus in customer experience at the heart of the team’s operations Champion agile ways of working across the team and the bank Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent Build and maintain strong relationships with key stakeholders including AML, Risk, Business, Tech and Operations teams

1.As the head of operations, ensure warehouse efficiency, quality, and cost metrics meet expectations by effectively managing daily operations. 2.Collaborate with headquarters and regional functions to implement headquarters' standards for the warehouse, optimizing and improving areas such as staffing, systems, processes, materials, equipment, and layout. 3. Develop and implement warehouse operation plans based on customer needs to guarantee service delivery. 4.According to business demands, devise plans for overseas warehouse relocation, transitions, and construction of new facilities, overseeing projects from start to finish. 5. Monitor major operational risks for overseas warehouses (including third-party operated warehouses), encompassing but not limited to issues such as intellectual property infringement, loss prevention, natural disasters, and political factors, to ensure uninterrupted warehouse operations. 6.Oversee key performance indicators for last-mile services, promptly identify and resolve any issues to enhance merchants' logistics experiences. 1.作为运营的负责人，通过仓库实际运营管理保障仓库的时效、质量及成本指标符合预期 2.通过与总部及国家区域各职能协同，落实总部对仓库的规范要求，对仓库优化改善，包含不限于人员、系统、流程、物料、设备、仓库布局等； 3.根据客户需求，制定、落实仓库运营保障方案 4.根据业务需求，制定海外仓搬仓、转仓、建新仓方案，跟踪实施至项目收尾； 5.监控海外仓（包括所属三方仓）的重大运营风险包含但不限于（侵权、防损、自然灾害，政治因素等），保障仓库的正常运作； 6. 能够兼顾监控尾程核心指标，及时发现问题，解决问题，提升商家物流体验；