Head of Customer Experience, NEO PSP Limited

Company Introduction

As part of the global VEON Group, we are expanding into the digital financial services market to serve a broader customer base and strengthen our role in Bangladesh’s digital ecosystem. To advance this initiative, we are in the process of obtaining a Payment Service Provider (PSP) license via our newly established subsidiary called - NEO PSP Limited, a next-generation payment solutions company.

Operating as a wholly owned subsidiary of Banglalink, one of the country’s leading digital operators, NEO PSP is built on the vision of enabling a cashless and connected future. The company empowers businesses to accept and process payments seamlessly through a secure, efficient, and scalable payment gateway, supporting the growth of digital commerce across Bangladesh.

Leveraging Banglalink’s trusted digital ecosystem and technological expertise, NEO PSP aims to simplify financial transactions for enterprises of all sizes — from startups to large corporations. Our platform would support diverse payment methods, ensuring speed, reliability, and transparency in every transaction.

At NEO PSP, we are committed to enabling digital financial (FINTECH) inclusion and accelerating Bangladesh’s journey toward a smarter digital economy. With innovation, compliance, security, and customer trust at our core, we strive to become the preferred payment solutions partner for businesses nationwide.

Job Description

• Own the Mukto Pay service experience end to end — customer support, agent support, merchant support, disputes and complaints — across call centre, IVR, in-app chat, social and the agent escalation path.
• Build the support operation itself: channel mix, capacity model, shift and language coverage, quality framework, knowledge base, and the BPO or in-house decision behind it.
• Own dispute, chargeback and complaint handling: the process, the turnaround times, the escalation ladder and the audit trail — built to Bangladesh Bank expectations for a licensed payment service provider, with Compliance.
• Own the published service standards and hold them: first response, resolution, dispute turnaround, and the treatment of a customer whose money is stuck. In a wallet, a pending transaction is not a support ticket — it is missing money.
• Run a distinct agent and merchant support desk. Agents and merchants carry our volume, and a desk designed for consumers will fail them.
• Own contact rate and cost to serve — contacts per thousand transactions and cost per contact — as a profitability lever, jointly with the Product Owners.
• Turn contact data into product evidence: identify the journey defects, unclear pricing and failure states that generate contacts, quantify them, and take them into the product backlog with the cost attached. Most contact volume is created upstream and cannot be resolved by answering faster.
• Own voice of the customer: CSAT, NPS, complaint taxonomy, app store review response, and social listening — reported with the same discipline as commercial metrics, against a baseline.
• Deliver launch readiness on the Customer Operations items in the Definition of Done — scripts, FAQs, IVR flows, dispute process, SLA and volume forecast — by the dates in the GTM plan, and give an honest ready / not ready answer at the Launch Readiness Review.
• Work with Risk on fraud, scam and social-engineering cases: victim handling, case referral, and the front-line detection and warning that prevents them.
• Train the front line — support staff and, with Distribution, agents — on the proposition and not only on the process. An agent who cannot explain the product cannot sell or defend it.
• Build and lead the customer experience team, and manage vendor and BPO partners against service and quality targets.

Academic Qualification

• Bachelor’s or master’s degree in business, communication, operations, engineering or a related field.
• The discipline is not a filter; evidence of running a real service operation is.

Job Experience Required

• At least 8 years in customer experience, customer operations or contact centre management, including 3 or more leading the function.
• Has built or substantially rebuilt a support operation — capacity model, channels, quality framework and knowledge base — rather than only inherited one.
• Telecom, MFS, banking, payments, e-commerce or another high-volume consumer service business.
• Direct experience of financial disputes, chargebacks or transaction complaint handling is strongly preferred.
• Experience managing a BPO or outsourced contact centre against service and quality targets.
• Bangladesh market experience strongly preferred — including Bangla-language service design for a low-literacy, voice-first customer base.

Required Capabilities

• Treats a stuck transaction as a money problem with a clock on it, not as a ticket in a queue.
• Numerate about service: contacts per thousand transactions, cost per contact, first-contact resolution, and what each is worth to the product P&L.
• Can prove that a support cost is a product defect, and get it into the backlog — rather than absorbing it and reporting a higher headcount need.
• Designs for the actual customer: Bangla-first, voice-first, often agent-mediated, frequently unable to read the app.
• Understands where the Product Owner owns the customer journey and Design owns the interface, and contributes evidence rather than competing for ownership.
• Holds a service standard under launch pressure, and says not ready when the operation is not ready.
• Manages a BPO as a supplier with targets, and keeps enough capability in-house to know when the reported numbers are flattering.
• Direct with the CCO and the Product Owners about what support cannot fix.
• Fluent written and spoken English, and strong Bangla.

Banglalink Digital Communications is one of Bangladesh’s leading telecom and digital service providers, committed to transforming the way people connect, communicate, and innovate. As a subsidiary of VEON, Banglalink combines global expertise with a deep understanding of local needs to deliver cutting-edge services to millions of customers across the country. Our Employer Value Proposition (EVP) is ‘Lead the Future’, and this is reflected in all levels of our organization. Our workplace is designed to inspire and empower individuals, creating an environment where ideas thrive, contributions are valued, and innovation flourishes. We encourage every team member to take initiative, explore new possibilities, and grow both personally and professionally in a fast-evolving digital landscape. At Banglalink, we are committed to foster a supportive and inclusive culture that celebrates diversity and encourages collaboration. We actively create opportunities for all individuals to succeed, while our learning initiatives and digital upskilling programs, ensure our people are equipped to excel in their careers and shape the future.

Banglalink is a place where innovation, agility, and understanding come together to create meaningful impact. Join us and be part of a team that’s reshape the future of connectivity and digital transformation.