Customer Resolution Lead

About The Team

Job Description:

• Customer Resolution Operations
  
  

Accountable for the day-to-day management of the Customer Resolution function. Responsibilities includes:

• Lead the daily operations of the Customer Resolution team across all supported Monee products.
• Ensure timely investigation and resolution of complex customer enquiries, escalations and service requests.
• Monitor operational queues, case ageing and backlog to ensure adherence to service level agreements (SLAs).
• Establish workload prioritisation and resource allocation strategies to optimise operational efficiency.
• Drive timely customer updates and case ownership throughout the resolution lifecycle.
• Ensure consistent application of operational procedures and service standards.
• Complaint & Dispute Management
  
  

Lead the Complaint Handling Unit and Dispute Resolution function to ensure fair, consistent and compliant customer outcomes. Responsibilities includes:

• Oversee the investigation and resolution of customer complaints and disputes.
• Ensure complaint handling complies with regulatory obligations, internal governance frameworks and company policies.
• Review and approve complex or high-risk complaint responses where appropriate.
• Ensure dispute investigations are conducted objectively, supported by sufficient evidence and documented appropriately.
• Monitor complaint trends and dispute outcomes to identify systemic issues requiring corrective actions.
• Ensure regulatory response timelines and reporting obligations are consistently achieved.
• Operational Performance Management
  
  

Drive operational excellence through performance management and data-driven decision making. Responsibilities include:

• Own departmental performance against key operational metrics, including SLA, turnaround time, backlog, productivity, customer satisfaction and quality.
• Monitor operational dashboards and identify emerging risks or performance gaps.
• Perform trend analysis and Root Cause Analysis (RCA) on recurring operational issues.
• Develop and implement action plans to improve operational performance.
• Present operational performance and improvement initiatives during management reviews.
• Governance, Risk & Compliance
  
  

Ensure operational activities comply with regulatory, legal and internal governance requirements. Responsibilities include:

• Ensure compliance with internal SOPs, governance frameworks and regulatory obligations.
• Identify, assess and escalate operational, compliance and customer risks.
• Support internal audits, regulatory reviews and management assurance activities.
• Ensure investigation records, case documentation and evidence are complete, accurate and audit-ready.
• Drive corrective and preventive actions arising from audit findings or operational incidents.
• Promote a strong culture of governance, accountability and customer fairness.
• Continuous Improvement & Operational Excellence
  
  

Improve customer journeys and operational efficiency through continuous improvement initiatives. Responsibilities include:

• Identify process gaps, customer pain points and operational inefficiencies.
• Lead cross-functional improvement initiatives to simplify customer journeys and improve service delivery.
• Recommend automation opportunities and technology enhancements to improve operational effectiveness.
• Develop and maintain operational procedures, workflows and best practices.
• Support implementation of new products, features and operational changes.
• Measure post-implementation outcomes to ensure expected benefits are achieved.
• People Leadership & Capability Development
  
  

Build and develop a high-performing Customer Resolution team. Responsibilities include:

• Lead, coach and develop Team Leads, Subject Matter Experts (SMEs) and Customer Resolution Specialists.
• Conduct regular performance reviews, coaching sessions and career development discussions.
• Build succession plans and identify future leadership talent.
• Drive employee engagement and foster a culture of accountability, collaboration and continuous learning.
• Ensure operational readiness through structured onboarding and knowledge management.
• Manage workforce planning, leave planning and resource utilisation.
• Stakeholder Management
  
  

Partner with internal stakeholders to deliver seamless customer experiences. Responsibilities include:

• Collaborate with Product, Engineering, Risk, Compliance, Legal, Anti-Fraud, Payments and other business functions to resolve customer issues.
• Represent Customer Resolution in cross-functional projects and governance forums.
• Provide operational insights to influence product, policy and process improvements.
• Support business continuity planning and incident management activities where required.
• Build strong relationships with internal and external stakeholders to improve end-to-end customer outcomes.
• Reporting & Management Communication
  
  

Provide operational visibility and strategic recommendations to management. Responsibilities include:

• Prepare operational reports, performance dashboards and management updates.
• Present operational risks, customer insights and improvement recommendations to senior management.
• Maintain accurate reporting on complaints, disputes, service performance and operational risks.
• Support business planning through forecasting, capacity analysis and resource recommendations.
  
  

Requirements

Education

• Bachelor’s Degree in Business Administration, Customer Experience, Operations Management, Finance, or a related discipline.
• Relevant certification in customer experience, complaints management, or process improvement is an added advantage.
  
  

Experience

• Minimum 6 years of experience in Customer Service, Customer Operations, or Financial Services Operations.
• Minimum 3 years of leadership experience managing customer resolution, complaints, disputes, or escalation teams.
• Proven experience managing performance across multiple products, including productivity, quality, SLA, attendance, coaching, and performance improvement.
• Strong experience in complex complaint handling, operational escalations, and regulated financial or payment services.
• Demonstrated ability to use performance data and root-cause analysis to drive operational improvements.
• Proven experience leading cross-functional initiatives and managing stakeholders across Product, Risk, Compliance, Technology, QA, Training, and WFM.
• Able to operate independently and provide leadership coverage in the absence of the Head of Customer Service.