About our company:
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.
Job Description:
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.
1. 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.
2. 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.
3. 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.
4. 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).
5. 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
Job Requirements:
- Minimum 12–15 years of leadership experience, with proven track record in large-scale call center, BPO, or customer service operations.
- Experience managing 500–1,000+ 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.
Benefits:
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Competitive salary package (Base salary and performance bonuses).
- Probation period salary is 100% of the official salary.
- Comprehensive health and accident insurance.
- 15 days of annual leave, 3 remote work days per month.
- Provision of work equipment (Macbook/ Laptop, mouse, monitor, etc.).
- 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: talent@galaxyholdings.co
