Customer Service and Risk Strategy Manager

Key Responsibilities

Customer Care Operations

Establish and refine the customer service team structure.

Develop and implement SOPs for all service channels (Email, Viber, Walk‑ins).

Optimize CRM usage for efficiency, client tracking, and risk monitoring.

Risk Strategy & Analysis

Identify, assess, and analyze potential risks in customer interactions across all touchpoints.

Develop mitigation strategies to reduce operational, compliance, and reputational risks.

Monitor risk indicators and report findings to senior management.

Cross‑Department Coordination

Collaborate with Sales, Loans, and other departments to ensure consistent service standards.

Align risk management practices across all customer‑facing units.

Drive integration of customer experience and risk controls into daily operations.

Training & Knowledge Transfer

Build a training roadmap to upskill the Customer Care team in both s...