Senior Operations Assistant – Service Management | Premium Customer Service

We seek an experienced Customer Request & Complaint Management professional to join our Service Management – Premium Customer Service team. The role will be responsible for managing service requests, complaints and escalations for our Affluent and High-Net-Worth (HNW) customer segment, while ensuring exceptional service recovery and a seamless premium customer experience.

Key Responsibilities

• Manage and monitor customer requests, complaints and service issues relating to Affluent and HNW customers
• Take end-to-end ownership of customer cases, from initial acknowledgement through resolution and closure
• Handle sensitive, complex and escalated complaints with professionalism, empathy, confidentiality and discretion
• Ensure customer requests and complaints are resolved within defined service standards and SLAs
• Coordinate closely with Relationship Managers, Contact Centre, Operations, Branches, CRM and other relevant stakeholders to ensure timely resolution
• Provide regular and proactive updates to customers and relevant stakeholders throughout the resolution process
• Identify recurring complaints, service gaps and root causes, and recommend appropriate corrective actions
• Provide actionable insights and recommendations to enhance the overall premium customer journey and service experience

Requirements & Experience

• 2–4 years’ experience in Customer Service, Contact Centre, Service Management or Complaint Management
• Previous experience handling Affluent, HNW, Premium, Private Banking or relationship-managed customers will be highly advantageous
• Proven experience in managing complex customer requests, complaints, escalations and service recovery
• Experience in financial services, banking, wealth management or premium customer service will be an added advantage
• Strong stakeholder management, follow-up, coordination and case-management skills
• Excellent communication, negotiation and conflict-resolution abilities
• Strong analytical and problem-solving skills, with the ability to identify service gaps and recurring customer issues
• High level of confidentiality, maturity, empathy and professional judgment
• Strong ownership mind-set with the ability to drive customer cases through to final resolution

We require a customer-focused professional who can confidently manage sensitive situations, build trust with premium customers, coordinate across multiple stakeholders, and turn customer feedback into meaningful service improvements.

If you are passionate about delivering exceptional customer experiences and thrive in a high-accountability service environment, we would like to hear from you.

Apply now and be part of our journey in delivering a truly premium customer experience.