About Atome Financial
Headquartered in Singapore, Atome Financial is building a world-class tech enabled financial services platform that is the best companion of our customers lifetime. As a part of the Advance Intelligence Group, a Series D fintech unicorn and ranked Top 10 on LinkedIn's 2023 Top Singapore StartUps list with over 1,400+ staff worldwide, we are united by a shared vision and purpose: to Advance with Intelligence for a Better Life--for our customers, colleagues and communities.
Atome Financial operates in 5 ASEAN markets (Singapore, Malaysia, Indonesia, Philippines, and Thailand). We have 3 key products:
- Atome BNPL: A leading buy now pay later brand in ASEAN and partners over thousands of online and offline brands
- Atome Card: A paylater anywhere card.
- Kredit Pintar: A leading Indonesia digital lending apps, regulated and supervised by Indonesia's Financial Services Authority (OJK).
Our culture is built on values that are core to who we are and what we stand for:
- We foster an INNOVATION mindset
- We achieve results with EFFICIENCY and excellence
- We take pride in the QUALITY of our work
- We uphold INTEGRITY in all we do
- We embrace COLLABORATION to work across business lines and borders
Role Overview
- Drive consistent customer experience and service excellence across all markets.
- Manage customer complaint and handling processes, ensuring timely resolution and identifying root causes for long-term improvements.
- Develop, implement, and refine training programmes based on needs analysis, customer feedback, and business priorities.
- Conduct coaching, mentoring, and performance assessments to strengthen CX team capabilities.
- Lead quality management initiatives and continuous improvement efforts to enhance service delivery.
- Monitor and evaluate training effectiveness, recommending enhancements where needed.
- Collaborate closely with stakeholders to ensure training materials and knowledge bases remain updated and accurate.
- Partner with cross-functional teams, including Business, Marketing, Product and Tech, to align goals and deliver customer-centric initiatives.
- Provide actionable insights through data analysis and performance tracking to guide decision-making and drive improvements.
- Ensure all activities comply with Legal, Compliance, and Risk requirements to protect business and customer interests.
- Monitor app performance, usage, adoption, and key experience metrics to identify opportunities for optimisation and increased engagement.
- Lead digital engagement and servicing initiatives to enhance customer experience.
- Undertake other duties related to continuous improvement as assigned by management.
Requirements
- Bachelor's degree in Business Administration, Marketing, Management, or a related field.
- Minimum 2 years of experience in Complaint Management, Service Quality or Training Management, preferably within a contact centre or customer experience environment.
- ACTA certification (Advanced Certificate in Training and Assessment) is an advantage.
- Strong verbal and written communication skills in English, with the ability to craft clear, engaging training content.
- Skilled in developing policies, process documentation, and training materials to support operational excellence.
- Proven ability to analyse training needs, conduct performance gap assessments, and implement effective learning solutions.
- Excellent interpersonal and stakeholder management skills to build collaborative relationships across teams.
- Strong analytical and organisational abilities; capable of managing multiple priorities efficiently.
- Continuous improvement mindset with the confidence to challenge existing processes and drive enhancements.
- Passionate about delivering exceptional customer experiences through data-driven insights and service excellence.
