GCPO APAC Team Leader

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Our customers are our compass, authenticity thrives, bold ideas are welcome, and everyone can bring their unique selves to work — every day. We're in this together, sustaining the future of our customers, our company, and our planet.

Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the Role

Are you a natural leader with a passion for delivering exceptional customer service while driving operational excellence?

Join the Global Customer Protection Operations (GCPO) team as a GCPO APAC Team Leader, where you will play a pivotal role in inspiring internal teams and managing key partner relationships. This is an exciting time to join GCPO, as we continue our growth journey in 2025 and beyond.

This role requires adaptability and flexibility — you will be leading front-line teammates, managing partner relationships, and / or spearheading business improvements depending on organizational needs.

What You Will Accomplish

Customer Experience Excellence : Champion exceptional customer experiences across internal teams and external partners, ensuring high satisfaction and quality standards.

Performance Leadership : Monitor, analyze, and optimize performance metrics to meet or exceed customer service and partner goals.

Team & Partner Development : Lead, mentor, and coach internal teammates, while also building strong engagement with outsourcing partners to ensure consistent operational standards.

Operational & Business Planning : Anticipate demands, support business planning activities, and implement process improvements to enhance efficiency and scalability.

Change Leadership : Guide teams and partners through change, ensuring smooth adoption of new processes, systems, and policies.

Problem Solving & Innovation : Identify trends, troubleshoot issues, and recommend improvements that drive operational and customer experience excellence.

Relationship Management : Act as the main point of contact for partners on performance and customer experience concerns, maintaining strong collaborative relationships through regular reviews.

Flexibility in Coverage : Support business needs through non-standard working hours (weekends, holidays, late cover) and international travel as required.

What You Will Bring

Leadership & Motivation : Proven ability to inspire, empower, and develop individuals and teams, fostering a culture of accountability and high performance.

Customer & Partner Focus : Strong passion for customer service, with a successful track record of exceeding operational or partner performance goals.

Analytical Expertise : Skilled in analyzing performance data, identifying trends, and formulating actionable recommendations.

Communication Skills : Excellent verbal and written communication, presentation, and negotiation skills, with the ability to engage effectively across all levels.

Technical Proficiency : Advanced knowledge of relevant systems (including GCPO) and ability to translate metrics into day-to-day team and partner performance.

Change Agility : Ability to adapt quickly, lead through uncertainty, and balance the needs of customers, the business, and partners.

Flexibility & Mobility : Comfortable working non-standard hours when needed and willing to travel internationally to partner sites.

Language Skills : Fluency in English and Mandarin is required; additional languages are a plus.

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