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Client Excellence Lead

Client Excellence Lead

SUNRATEKuala Lumpur, Kuala Lumpur, Malaysia
30+ hari lalu
Penerangan pekerjaan

Overview

SUNRATE is a global payment and treasury management platform for businesses worldwide. Since its inception in 2016, SUNRATE has been recognised as a leading solution provider and has enabled companies to operate and scale both locally and globally in 190+ countries and regions with its cutting-edge proprietary platform, extensive global network, and robust APIs. With its global business headquarters in Singapore and offices in Hong Kong, Jakarta, London, and Shanghai, SUNRATE partners with the top global financial institutions, such as Citibank, Standard Chartered, Barclays, J.P. Morgan and is the principal member of both Mastercard and Visa.

The Client Excellence Lead will be responsible for leading and scaling SUNRATE’s customer operations and service excellence initiatives across the region. This role ensures that Business Development, Customer Success, Onboarding, and Support functions operate with consistency, quality, and efficiency — through process design, data insights, training programs, and platform enablement. As the strategic backbone of the Customer Success organisation, the Client Excellence Lead ensures that all client interactions are measurable, repeatable, and exceptional.

What you’ll be spending your time on

  • Customer Experience & Service Standards

Define and enforce service standards, SLAs, and escalation protocols across all client-facing touchpoints.

  • Establish QA frameworks and conduct regular audits to ensure consistency in service quality and messaging.
  • Monitor customer sentiment data (CSAT, NPS, VOC) and lead root-cause analysis to address service gaps.
  • Data & Process Enablement

    • Drive adoption of CRM, ticketing, and onboarding tools, ensuring accurate data capture and reporting.

  • Develop dashboards and reporting templates to track performance and client health.
  • Identify opportunities for automation and digitalisation to enhance efficiency and minimise manual work.
  • Training & Knowledge Management

    • Design and implement onboarding programs for new team members in Success & Onboarding functions, including product refreshers and updates.

  • Maintain internal knowledge bases, SOPs, response templates, and enablement materials.
  • Continuous Improvement & Stakeholder Management

    • Serve as the operations liaison across Product, Compliance, Tech, and Market Leads / BD to ensure process alignment.

  • Lead special projects such as CRM migrations, KPI redefinition, and service blueprinting.
  • Champion the customer voice in internal process improvement initiatives.

    • For this role you also have

  • 5–8 years of experience in customer experience operations, service excellence, or process improvement.
  • Proven track record of designing scalable CX systems or SOPs in a B2B environment (corporate banking, fintech, SaaS, or payments preferred).
  • Strong understanding of CRM systems, customer support platforms, and analytics dashboards (e.g., Salesforce, Zendesk, Power BI).
  • Experience leading cross-functional initiatives across regional teams.
  • Excellent analytical, project management, and documentation skills.
  • Strong communication and influencing skills with stakeholders at all levels.
  • Proficiency in Mandarin and English is a pre-requisite.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Full-time

    • Job function

  • Business Development

    • Note : This refined description excludes extraneous postings and boilerplate content not related to the Client Excellence Lead role. It preserves the role’s responsibilities and qualifications and presents them in a clean, standards-compliant HTML structure.

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    Buat amaran kerja untuk carian ini

    Excellence • Kuala Lumpur, Kuala Lumpur, Malaysia

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