CX Operations Manager

Aspire is the leading all-in-one finance operating system for growing businesses in APAC. We are on a mission to reinvent business finance for a new generation of entrepreneurs and business owners, empowering startups and MSME to realise their full potential. 

Founded in 2018, Aspire has raised over USD 300M+ across equity and debt from world-class investors. In 2023, we successfully closed an oversubscribed USD 100 million Series C equity round led by Sequoia Capital and Lightspeed Ventures with participation of Tencent, Paypal Ventures, LGT Capital Partners, Picus Capital and MassMutual Ventures. To power our solutions, we have partnered with some of the best companies in the world such as Visa and Wise and helped more than 50,000 businesses using our suite of products.

For 2 consecutive years in 2022 & 2023, Aspire has been awarded Best Employer of the Year and Startup of the year by Asia FinTech Awards, and also LinkedIn’s Top Startup in Singapore. In 2023, we also made it to CB Insights’ Top 100 Global Fintech List. 

You will be amazed by the energy and experience of our team! Aspire serves as an environment for you to innovate and drive change with our team of ex-entrepreneurs, ex-founders, and high-achievers with international and diverse backgrounds.

Are you a top talent who is passionate about entrepreneurship? Join our rapidly growing team to make an impact in the fintech space! 

About the role:

The CX Operations Leader will be responsible for overseeing and managing the global Customer Experience operations of vendor teams across various locations. This leader will ensure operational excellence in driving customer satisfaction, meeting key service delivery metrics, managing the workforce and financial billing, and optimizing resources to ensure efficient and quality-driven customer support at the L1 (BPO)  and L2 (Inhouse + BPO). S/he will act as the face of the organization to vendors, ensuring alignment between organizational goals and vendor service delivery standards.

Key Responsibilities:

1. Vendor Management:
• Act as the primary point of contact between the financial organization and the CX vendor teams globally.
• Establish service level agreements and key OKR for vendor operations, ensuring these are met or exceeded.
• Regularly review vendor performance and address any service gaps, operational challenges, or escalations.
• Drive continuous improvement and optimize service delivery across global vendor sites.
2. Operational Excellence:
• Manage key operational metrics, including Response Time, NPS , CSAT and FCR.
• Analyze operational data to identify trends and opportunities for improving CX.
• Implement best practices for workforce management, ensuring optimal headcount allocation and efficient resource utilization.
• Address operational challenges proactively, implementing strategies to resolve issues that impact service delivery.
3. Financial and Workforce Management:
• Oversee financial billing processes with vendors, ensuring accuracy in billing and forecasting.
• Monitor vendor workforce requirements and collaborate with internal teams to ensure the right staffing levels based on volume projections.
• Manage headcount allocation and adjust resources to meet fluctuating demands while adhering to financial budgets.
4. People and Engagement:
• Drive engagement initiatives among the vendor workforce to ensure a motivated and customer-focused team.
• Collaborate with internal Learning & Development teams to ensure training alignment and ongoing development of the vendor workforce.
• Serve as the knowledge base for both vendors and internal teams, ensuring processes and product knowledge are up-to-date and accessible.
• Identify and mentor top talent within vendor operations, helping develop future leaders.
5. Escalation and Issue Resolution:
• Manage L1 Chat, Email, Voice processes and liaise with Level 2 internal escalation teams to resolve complex customer issues.
• Handle escalations and resolve customer service challenges to maintain customer trust and satisfaction.
• Provide guidance to the bottom quartile, offering direction and actionable insights to improve performance.
6. Strategic Leadership:
• Lead change management initiatives that impact CX operations, driving improvements in processes, systems, and technologies.
• Engage with cross-functional teams, including IT, finance, compliance, and operations, to ensure seamless integration and alignment with organizational goals.
• Provide regular reporting and insights to senior leadership on CX operations, performance metrics, and key trends.
• Ensure the vendor teams operate with compliance to organizational standards and local regulatory requirements.
  
  

  Key Deliverables:

  • Ensure NPS, CSAT, and FCR goals are consistently met or exceeded across global CX vendor operations.
  • Manage financial budgets, including vendor billing accuracy and headcount allocations, to optimize operational efficiency.
  • Provide leadership and direction to bottom quartile teams to improve performance and engagement.
  • Handle escalations and serve as a knowledge base for the CX vendor teams, ensuring seamless customer service at L1 and L2
  • Drive continuous improvement initiatives in collaboration with internal stakeholders and vendor teams to improve service quality and customer outcomes.

  Educational & Professional Qualifications:

  • Bachelor's degree in Business Administration, Operations, or a related field
  • Experience in the financial services industry and Fintech

What we offer

• Uncapped flexible annual leave.
• Hybrid work arrangement. 
• Training subsidy for your professional growth.
• Wellness benefit.
• Team bonding budget to foster collaboration and sense of belonging.
• Flexibility to work from anywhere (for up to 90 days per annum).
• Culture is Key: We always strive to cultivate a special culture that brings special talents together - You can learn more about our culture on our careers site and LinkedIn Life page.
  

Equal Opportunity Statement 

Aspire is an equal opportunity employer and is committed to providing equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected characteristic as outlined by applicable laws. 

Please note: by submitting your application, you acknowledge that you have read and understood Aspire’s Data Protection Policy for Employees, Freelancers, Contractors and Job Applicants (the “Policy”), and consent to the collection, use and disclosure of your personal data by Aspire for the purposes set out in the Policy. You may withdraw consent for such collection, use and disclosure, and make an access or correction request in respect of your personal data, in accordance with the Policy by emailing people@aspireapp.com.