Develops and implements process and/or operational improvements to enhance efficiency and effectiveness of operations. Responsible for Overall Customer Care Department Compliance (Controlled document development, Audit SME, Recall). Responsible for Call Center systems oversight, monitoring and coordination with IT and vendors in troubleshooting to assure full functionality and systems performance during all hours of operation. Work cross-functionally with product and customer-facing teams to infuse customer insights and learnings. Handle a team size of +8 agents between Japan & Malaysia. Ensure team and individual compliance with all applicable regulatory requirements, securities laws and regulations. Provide subject matter expertise for complex issues. Attend process level meetings i.e client facing. Support Management with insights on the process. Build training curriculum & Work Instructions. Identify and communicate opportunities for continuous process improvement. Use existing knowledge base to provide a customer facing root cause assessment. Manage implementation of automation initiatives for the team. Performs other work-related duties as assigned.