Head of Customer Service Excellence

About the Role

This leadership opportunity involves spearheading the strategic transformation of customer service in the retail and consumer banking sector of the organization, based in Singapore and extending regionally. The role focuses on driving innovation in service delivery, achieving operational excellence, and fostering a customer-centric culture through the integration of technology, effective governance, and process redesign.

Key Responsibilities

• Formulate and implement strategic initiatives to transform customer service experiences, enhancing governance structures, complaint handling, and operational efficiencies to exceed customer expectations.
• Lead the Service Committee (PSC) encompassing Cards, Deposits, Wealth, and Loans portfolios, aligning cross-functional teams from business, operations, and technology towards common service goals.
• Establish and advance journey mapping practices that convert NPS metrics and customer insights into tangible action plans, thus improving response times and client satisfaction.
• Oversee comprehensive management of customer feedback, complaints, and escalations, including high-level cases requiring C-suite involvement.
• Serve as the primary contact point for regulatory agencies regarding customer service, ensuring full compliance, managing audits, and proactively addressing regulatory trends to protect the institution's reputation.
• Design and deploy performance dashboards and analytical frameworks to track service KPIs, diagnose issues, and support informed decisions across departments.

Candidate Profile

• Extensive experience (minimum 18 years) in leading large-scale transformations within financial services, specifically retail and consumer banking customer experience domains.
• Strong proficiency in customer experience strategy development, service governance, and complaint management.
• Demonstrated capability in managing senior stakeholders and influencing cross-disciplinary teams including business, operational, and technological units.
• Analytical orientation with a knack for utilizing data to drive continual improvements.
• Established leadership skills in managing teams dedicated to elevating customer service excellence.

Additional Information

Interested professionals with strategic and operational expertise in retail banking customer service transformation are invited for confidential discussions. Only shortlisted candidates will be contacted.

EA License no: 16S8066 | Registration no.: R1657935