Customer Operations Manager
Salary undisclosed
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Introduction
Client Operations Manager
SymphonyAI Financial Services is a global leader in financial crime solutions. We are a cutting-edge Enterprise SaaS AI organization dedicated to revolutionizing the way businesses operate by leveraging artificial intelligence to drive financial crime capability. As we continue to grow, we are seeking a highly experienced and dynamic Client Operations Manager to support our leadership team.
We are seeking a seasoned Senior Manager – Customer Operations to lead our Kuala Lumpur-based team supporting both on-premise and SaaS customers. This is a senior leadership role requiring deep experience in cloud operations, customer support, incident management, and service delivery, with a strong emphasis on cross-functional collaboration and the ability to manage escalations at the highest level.
This role is pivotal to our global support model and contributes directly to customer satisfaction, operational excellence, and proactive service delivery.
Job Description
Key Responsibilities
Cloud Services and Global Operations
Why Join Us?
Client Operations Manager
SymphonyAI Financial Services is a global leader in financial crime solutions. We are a cutting-edge Enterprise SaaS AI organization dedicated to revolutionizing the way businesses operate by leveraging artificial intelligence to drive financial crime capability. As we continue to grow, we are seeking a highly experienced and dynamic Client Operations Manager to support our leadership team.
We are seeking a seasoned Senior Manager – Customer Operations to lead our Kuala Lumpur-based team supporting both on-premise and SaaS customers. This is a senior leadership role requiring deep experience in cloud operations, customer support, incident management, and service delivery, with a strong emphasis on cross-functional collaboration and the ability to manage escalations at the highest level.
This role is pivotal to our global support model and contributes directly to customer satisfaction, operational excellence, and proactive service delivery.
Job Description
Key Responsibilities
Cloud Services and Global Operations
- Lead the Kuala Lumpur Customer Operations team, ensuring 24×7×365 performance for global customers.
- Monitor and improve cloud service operations with a focus on reliability, uptime, and performance metrics.
- Coordinate with global peers to ensure seamless handovers, shift transitions, and standardized operations.
- Champion the development of Cloud Operations Playbooks to standardize procedures and drive excellence.
- Own and resolve complex customer escalations in collaboration with Support, Account Management, and Product teams.
- Ensure customer-first principles are applied across all interactions—coaching teams on accountability and proactive engagement.
- Improve CSAT by fostering a culture of helpfulness and ownership; drive initiatives that reduce negative feedback.
- Lead proactive support processes—guiding the team to deliver insights and suggestions rather than deflecting issues.
- Achieve SLA targets, particularly for P1/P2 cases, and reduce incident backlog via strong escalation handling and team reviews.
- Enforce hygiene in incident updates—ensuring no long-dormant tickets and clear ownership across all incident stages.
- Drive quarterly customer check-ins and root cause reviews for recurring issues.
- Collaborate with Team Leads to conduct monthly operational reviews and ensure performance metrics are met.
- Oversee the creation and usage of Knowledge Articles and GenAI Workbooks for high-value customers.
- Ensure adoption of GenAI tools for triage and incident resolution across global teams.
- Implement structured handover documentation and knowledge-sharing practices for a consistent global experience.
- 7+ years of experience in operations or customer success roles, including 5+ years in a leadership role.
- Proven success managing customer escalations and collaborating cross-functionally with Engineering, Product, and Sales.
- Strong understanding of Cloud Platforms (AWS, Azure, GCP) and SaaS environments.
- Background in FinTech or Financial Services software preferred.
- Familiarity with ITIL processes and continuous service improvement strategies.
- Excellent communication, coaching, and problem-solving skills.
- Demonstrated ability to lead high-performing, globally distributed teams.
- Reduction in customer escalations due to proactive engagement and issue ownership.
- Improved CSAT and NPS scores tied to service delivery and helpfulness.
- Strong internal collaboration leading to faster incident resolution and better customer outcomes.
- Team alignment on global standards, GenAI usage, and 24×7 support expectations.
Why Join Us?
- Opportunity to be at the forefront of financial crime prevention technology.
- A dynamic and supportive work environment that fosters innovation and collaboration.
- Competitive salary and benefits package, including health and dental insurance, in-office social events, global EAP, flexible working arrangement and more.
- Professional development opportunities to advance your career in a rapidly growing industry.
Introduction
Client Operations Manager
SymphonyAI Financial Services is a global leader in financial crime solutions. We are a cutting-edge Enterprise SaaS AI organization dedicated to revolutionizing the way businesses operate by leveraging artificial intelligence to drive financial crime capability. As we continue to grow, we are seeking a highly experienced and dynamic Client Operations Manager to support our leadership team.
We are seeking a seasoned Senior Manager – Customer Operations to lead our Kuala Lumpur-based team supporting both on-premise and SaaS customers. This is a senior leadership role requiring deep experience in cloud operations, customer support, incident management, and service delivery, with a strong emphasis on cross-functional collaboration and the ability to manage escalations at the highest level.
This role is pivotal to our global support model and contributes directly to customer satisfaction, operational excellence, and proactive service delivery.
Job Description
Key Responsibilities
Cloud Services and Global Operations
Why Join Us?
Client Operations Manager
SymphonyAI Financial Services is a global leader in financial crime solutions. We are a cutting-edge Enterprise SaaS AI organization dedicated to revolutionizing the way businesses operate by leveraging artificial intelligence to drive financial crime capability. As we continue to grow, we are seeking a highly experienced and dynamic Client Operations Manager to support our leadership team.
We are seeking a seasoned Senior Manager – Customer Operations to lead our Kuala Lumpur-based team supporting both on-premise and SaaS customers. This is a senior leadership role requiring deep experience in cloud operations, customer support, incident management, and service delivery, with a strong emphasis on cross-functional collaboration and the ability to manage escalations at the highest level.
This role is pivotal to our global support model and contributes directly to customer satisfaction, operational excellence, and proactive service delivery.
Job Description
Key Responsibilities
Cloud Services and Global Operations
- Lead the Kuala Lumpur Customer Operations team, ensuring 24×7×365 performance for global customers.
- Monitor and improve cloud service operations with a focus on reliability, uptime, and performance metrics.
- Coordinate with global peers to ensure seamless handovers, shift transitions, and standardized operations.
- Champion the development of Cloud Operations Playbooks to standardize procedures and drive excellence.
- Own and resolve complex customer escalations in collaboration with Support, Account Management, and Product teams.
- Ensure customer-first principles are applied across all interactions—coaching teams on accountability and proactive engagement.
- Improve CSAT by fostering a culture of helpfulness and ownership; drive initiatives that reduce negative feedback.
- Lead proactive support processes—guiding the team to deliver insights and suggestions rather than deflecting issues.
- Achieve SLA targets, particularly for P1/P2 cases, and reduce incident backlog via strong escalation handling and team reviews.
- Enforce hygiene in incident updates—ensuring no long-dormant tickets and clear ownership across all incident stages.
- Drive quarterly customer check-ins and root cause reviews for recurring issues.
- Collaborate with Team Leads to conduct monthly operational reviews and ensure performance metrics are met.
- Oversee the creation and usage of Knowledge Articles and GenAI Workbooks for high-value customers.
- Ensure adoption of GenAI tools for triage and incident resolution across global teams.
- Implement structured handover documentation and knowledge-sharing practices for a consistent global experience.
- 7+ years of experience in operations or customer success roles, including 5+ years in a leadership role.
- Proven success managing customer escalations and collaborating cross-functionally with Engineering, Product, and Sales.
- Strong understanding of Cloud Platforms (AWS, Azure, GCP) and SaaS environments.
- Background in FinTech or Financial Services software preferred.
- Familiarity with ITIL processes and continuous service improvement strategies.
- Excellent communication, coaching, and problem-solving skills.
- Demonstrated ability to lead high-performing, globally distributed teams.
- Reduction in customer escalations due to proactive engagement and issue ownership.
- Improved CSAT and NPS scores tied to service delivery and helpfulness.
- Strong internal collaboration leading to faster incident resolution and better customer outcomes.
- Team alignment on global standards, GenAI usage, and 24×7 support expectations.
Why Join Us?
- Opportunity to be at the forefront of financial crime prevention technology.
- A dynamic and supportive work environment that fosters innovation and collaboration.
- Competitive salary and benefits package, including health and dental insurance, in-office social events, global EAP, flexible working arrangement and more.
- Professional development opportunities to advance your career in a rapidly growing industry.