Galaxy Connect is a member of Galaxy Holdings, serving as the centralized Customer Service Hub for the Sovico ecosystem - operates across multiple industries including banking, finance, securities, insurance, aviation, real estate, healthcare, and education. It serves as the Group's core technology platform, consolidating market-leading capabilities to drive digitalization, innovation, and scalable business growth across all member companies.
The CEO of Galaxy Connect is the highest executive role, fully accountable for the company's
strategy, operations, financial performance, and organizational development. The plays a critical
role in building a scalable, professional, and cost-effective service operation, while leading the development and operation of CRM platforms and customer service technologies to support large-
scale, multi-client environments.
With a scale of 1,000+ customer service agents/call center staff, Galaxy Connect delivers multi-channel customer care services across aviation, banking & financial services, insurance, real estate, healthcare, education, and consumer services.
Responsibilities:
Strategy & Business Development
- Define and execute Galaxy Connect's strategy aligned with Galaxy Holdings group direction and the Sovico ecosystem.
- Develop a shared services / centralized customer service model supporting multiple businesses and industries.
- Position Galaxy Connect as a professional, scalable, and commercially viable service provider (internal and external).
- Demonstrates strong business excellence acumen, with real world achievement and ability to translate strategy into operational execution, drive performance, and deliver results.
Operations & Service Excellence
- Oversee large-scale customer service operations with 1,000+ agents.
- Establish efficient operating models covering workforce planning, scheduling, productivity, SLA, KPI, and quality management.
- Ensure service quality, customer experience, and compliance with industry-specific service standards.
Technology & CRM Platforms
- Lead the development, deployment, and operation of CRM, contact center platforms, and omnichannel systems.
- Ensure system stability, security, and integration with member companies core systems. Leverage data, automation, and AI to improve agent productivity and customer experience.
People & Service Culture
- Build and execute people strategies for a large agent workforce, including hiring, training, retention, and development.
- Foster a customer-centric service culture with strong operational discipline and employee engagement.
- Develop strong middle management teams (Team Leaders, Supervisors, Operations Managers). Financial Management & Governance
- Own P&L, budgeting, and financial performance of Galaxy Connect.
- Optimize operational costs and improve productivity per agent.
- Ensure compliance with legal, data protection, and group governance requirements
Requirements
- Minimum 1215 years of leadership experience, with proven track record in large-scale call center, BPO, or customer service operations.
- Experience managing 5001,000+ agent operations is a strong advantage.
- Strong knowledge of CRM, contact center platforms, omnichannel, and workforce management.
- Strong leadership, systems thinking, and ability to operate under high-pressure environments.
- Excellent stakeholder management and communication skills.
- Proficiency in English is a plus.
Role Impact & Opportunities
- Executive role with direct impact on customer experience across the Sovico ecosystem.
- Opportunity to build a group-level customer service model with scalability and commercialization potential.
- Fast-paced, technology-enabled service environment.
Working location: Galaxy Innovation Hub D1 Hi Tech Park, District 9, HCMC
Kindly send your CV to: [Confidential Information]
