Head, Customer Service Excellence
Charterhouse Partnership | Asia
Singapore · Tempo pieno
Sii il primo a candidarti
- Esperienza
- 18+ yrs
- Stipendio
- —
- Aperture
- 1
- Pubblicato
- 6 giorni fa
- Work mode
- In ufficio
- Eligibility
- Experienced professionals with deep hands-on and strategic leadership exposure in customer service transformation for retail or consumer banking environments.
- Resume
- Required to apply
Where you'll work
Descrizione del lavoro
Role Overview
This position calls for an experienced strategic leader to steer the transformation of customer service across retail and consumer banking operations in Singapore, with regional influence. The focus is on improving customer experience through stronger governance, smarter processes, technology adoption, and a more customer-centric operating model.
Key Responsibilities
- Set the direction for customer service transformation in Singapore and drive execution that strengthens governance, complaint handling, and service excellence.
- Lead the Service Committee (PSC) across Cards, Deposits, Wealth, and Loans, ensuring business, operations, and technology stakeholders are aligned on service priorities.
- Introduce structured journey-mapping methods that convert NPS and customer insights into practical improvements, helping shorten turnaround times and raise service quality.
- Own the full customer feedback and escalation process, including matters escalated to C-suite level.
- Serve as the main contact for regulators on customer service topics, ensuring compliance, handling audits and regulatory queries, and responding proactively to new expectations.
- Develop dashboards and analytical reporting to track service performance, surface pain points, and support cross-functional decision-making.
Experience & Requirements
- Demonstrated success in leading large transformation programs within financial services, especially in retail and consumer banking.
- At least 18 years of relevant experience in customer experience strategy, service governance, and complaint management.
- Strong senior stakeholder management skills with the ability to influence teams across business, operations, and technology.
- Comfort working with data and analytics to drive continuous service improvement.
- Prior team leadership experience in building or managing customer service excellence functions.
Additional Information
This is a confidential search for a seasoned leader who can shape and deliver customer service excellence for a retail / consumer banking organization. Interested candidates with the right strategic and hands-on background may connect for a private discussion. Only shortlisted candidates will be contacted.
Regulatory Notice
EA License no: 16S8066 | Reg no.: R1657935