job description
Join Wing Assistant as a Client Escalations Team Leader in the heart of Bali and take the lead in resolving high-stakes financial service challenges. This is your opportunity to mentor a dynamic team while managing complex, sensitive, and high-impact client escalations in the banking and financial sector.
Based in Bali’s vibrant professional hubs (Canggu, Ubud, Denpasar, or surrounding areas), you’ll play a pivotal role in ensuring client satisfaction, operational excellence, and team growth. Your leadership will directly impact our ability to deliver world-class resolution services, fostering trust and long-term relationships with our clients.
If you thrive in fast-paced environments, have a passion for problem-solving, and excel in team leadership, this role offers the perfect blend of professional growth and tropical work-life balance.
Responsibility
- Lead and mentor a team of resolution specialists in handling complex, high-impact client escalations in banking and financial services.
- Develop and implement strategies to improve escalation resolution times and client satisfaction metrics.
- Collaborate with cross-functional teams (e.g., compliance, legal, operations) to ensure seamless issue resolution.
- Oversee the hiring, onboarding, and training of new team members to maintain high performance standards.
- Analyze escalation trends and provide actionable insights to prevent recurring issues.
- Act as the primary point of contact for VIP clients, ensuring their concerns are addressed with urgency and professionalism.
- Maintain detailed documentation of escalations, resolutions, and follow-up actions for audit and compliance purposes.
- Drive continuous improvement initiatives to enhance team efficiency and service quality.
Qualifications
- Bachelor’s degree in Business, Finance, or a related field (or equivalent work experience).
- Minimum of 3 years of experience in client escalations, customer service, or a leadership role within financial services.
- Proven track record of managing high-pressure situations and resolving complex client issues.
- Strong leadership and team management skills, with experience in coaching and developing staff.
- Excellent communication and interpersonal skills, with fluency in English (written and verbal).
- Familiarity with banking/financial service regulations and compliance standards.
- Proficiency in CRM systems, data analysis tools, and Microsoft Office Suite.
- Ability to work flexible hours to accommodate global client needs (if applicable).