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Customer Service Operations Manager






About Us

Do you want to be part of Thailand banking transformation? Data is the core of the new financial services era, and we are open for the opportunity to be part to drive this change at the core.

SCB DATAx is a new venture of the Siam Commercial Bank (SCB) holdings, a leading financial services and digital services holdings in Thailand and ASEAN.

As part of the transformation of SCB into a group of product and technology companies, under the SCBx brand, SCB DATAx is the technology company to centralize data and provides AI and data science services and products to the group. 

With a leading-edge cloud native data & AI platform, our vision is to support the group to providing everyone in our region with the opportunity to prosper.

We work on forward-thinking challenges of centralizing, analyzing and sharing information. We collaborate with companies and experts in many different domains, embrace diversity and all that while having a good laugh and joy in work.

Discover job openings on our career page. To apply, email with the role's title as the subject, attach your CV, and specify your contact information. We're eager to learn more about you.

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Preferred Qualifications

Familiar with Service Desk or Help Desk software, such as ServiceNow 


  • Minimum of 7+ years of experience in customer service management, preferably with experience building a function from scratch.

  • Proven track record of success in improving customer service metrics and team performance.

  • Deep understanding of customer service best practices and technology trends.

  • Strong leadership, communication, interpersonal, and problem-solving skills.

  • Passion for building and optimizing teams.

  • Be able to coordinate with both internal, external business unit and vendor 

  • Experience with implementing and managing customer service technologies, including bots (preferred).

  • Proficiency in data analysis and reporting tools.


  • Foundational Strategy & Build:

    • Design and implement the complete customer service function, including team structure, processes, policies, and technology strategy.

    • Establish key performance indicators (KPIs) and metrics for ongoing monitoring and improvement.

    • Partner with IT and other departments to select, implement, and integrate customer service technologies.


  • Team Leadership & Development:

    • Build a high-performing customer service team from scratch, attracting, hiring, and developing top talent.

    • Foster a positive and collaborative team environment, providing coaching, mentorship, and performance feedback.

    • Delegate tasks effectively and ensure efficient team operations.


  • Technical Implementation & Management:

    • Oversee the selection, implementation, and maintenance of customer service technologies, including bots and other AI solutions.

    • Stay up-to-date on emerging technologies and their potential impact on customer service.

    • Analyze data and reports to identify opportunities for technology-driven improvements.


  • Operational Excellence:

    • Ensure timely and accurate resolution of customer inquiries and complaints.

    • Continuously monitor and improve service delivery metrics, adhering to service level agreements (SLAs).

    • Identify and implement cost-saving opportunities while maintaining high customer satisfaction.

About Team & Role

We are seeking a visionary and tech-savvy leader to build and manage our entire customer service function from the ground up. As the Operations Manager, you will be responsible for crafting the overarching strategy, selecting, and implementing technology, and leading a high-performing customer service team. You'll drive operational excellence, leverage AI-powered solutions like bots, and ensure exceptional customer experiences.

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