Customer Service Lead

The NETS Group is a leading payments services group, enabling digital payments for merchants, consumers and banks across the entire payments value chain. 
 

The Group operates Singapore’s national debit scheme enabling customers of DBS Bank/POSB, HSBC, Maybank, OCBC Bank, Standard Chartered Bank and UOB to make payments using their ATM cards or mobile devices at more than 130,000 acceptance points in the country as well as online payments.

Position Summary
The Team Lead reports to the VP and is responsible for overseeing the daily operations of the Contact Centre and walk‑in customer Service Centre to ensure a consistent and high‑quality customer and merchant experience.

The role focuses on people management, operational performance, service quality, and continuous process improvement. The incumbent will work closely with internal stakeholders to implement service initiatives, maintain operational discipline, and support the organization's customer service strategy.

Key Responsibilities

• Lead and manage a team of close to 25 customer service agents including overseeing performance, coaching, and day‑to‑day supervision
• Ensure the team delivers timely and accurate service in line with service standards, KPIs, and established procedures
• Monitor workload distribution, staffing, and scheduling to support service-level targets
• Handle escalations and complex cases, ensuring timely resolution and positive customer outcomes
• Track operational KPIs, including service levels, handling time, productivity, and customer satisfaction metrics
• Identify performance gaps and implement corrective actions or coaching plans to improve team outcomes
• Contribute to continuous improvement efforts by streamlining, recommending enhancements to processes, SOPs and customer touchpoints to increase operational efficiency and customer satisfaction
• Ensure team adherence to regulatory requirements, audit standards, risk controls, and internal operating procedures
• Manage and drive automation projects implementation

Requirements

Education and Experience

• 5–8 years of experience in customer service or Contact Centre operations, including at least 2–3 years in a supervisory or team‑lead role
• Prior experience managing a team in a Contact Centre or customer‑facing environment is required

Skills and Knowledge

• Strong passion for customer service with the ability to motivate and guide frontline teams    
• Good communication and interpersonal skills when engaging both internal and external stakeholders
• Solid understanding of Contact Centre metrics, operations, and service quality standards
• Demonstrated ability to identify operational issues and drive process improvements  
• Strong organizational, time‑management, and problem‑solving skills
• Outcome‑driven with a proactive approach to achieving service performance targets

Network for Electronic Transfers (Singapore) Pte Ltd.