T&T Manager - Customer Service Transformation Lead - FSI - SG

Deloitte PLT; Kuala Lumpur; On-site; MYR 90,000 - 120,000; Full time

Job summary

Join a leading company as a T&T Manager focusing on customer service transformation. You will lead projects, manage teams, and innovate solutions for iconic brands in the Banking and Financial Services sector. This role requires a strong background in customer service consulting and the ability to drive organizational change.

Qualifications

• Min. 8-10 years of experience in customer service transformation consulting.
• Experience in project-based environments and customer service transformation projects.

Responsibilities

• Lead projects in customer service transformations across the project lifecycle.
• Manage diverse teams and develop key decision makers within Deloitte.

Skills

Leadership

Problem Solving

Communication

Client Focused

Education

MBA

Tertiary qualification in business or finance

Tools

Customer Service Technologies

Job description

Select how often (in days) to receive an alert:

T&T Manager - Customer Service Transformation Lead - FSI - SG

Date: 1 May 2025

Service Line / Portfolios: Engineering, AI & Data

Location:

Singapore, Singapore, SG

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you will do

You will work with outstanding talent across disciplines to innovate and create great solutions for iconic brands, delivering end-to-end customer service transformations across the project lifecycle always putting the customer at the heart of the solution.

We are the catalyst for customer-focused and service-driven organizational transformation. This means you could be working on a wide range of projects including customer and channel strategy, customer experience design, new service capability design and operations, mobile, online and contact center technology solutions or operational change programs. You'll be service driven, a confident communicator and innovative, with impeccable business instinct, a collaborative outlook and a flair for big ideas.

• Take the lead on projects or workstreams within larger programs, solving some of the most exciting service problems for our clients
• Manage diverse teams within an inclusive team culture where people are recognized for their contribution
• Be a passionate mentor and leader for some of the brightest talent
• Come with a broad perspective of potential issues and have the ideas to overcome them
• Develop and influence key decision makers within Deloitte whilst building lasting relationship with our clients
• Take the lead in workshops, meetings, research, stakeholder engagement, business analysis, technical analysis and solution design as part of both client projects and internally focused innovation projects
• Have and develop a point of view on the key forces shaping the customer service industry, exploring new topics of interest for our clients, developing relevant and valuable thought leadership
• Contribute constantly to all areas of practice growth and leadership, exploring exciting and game changing opportunities
• Maintain and develop an understanding of the customer service technology landscape including areas such as Omni-channel interaction, case management and voice.
• Assist in the development of our business through assisting with client accounts, recruitment activities and proposition development

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We expect our people to embrace and live our purpose and shared values, challenging themselves everyday to identify issues that are most important to our clients, our people and the communities, and to make an impact that matters. In addition to living our purpose, Directors across our Firm are expected to:

• Lead and act as an exemplary role model for leaders at all levels, whilst continuously promoting a sense of loyalty and energizes others to act.
• Build and sustain a high performance culture by cultivating and amplifying individual and team strengths.
• Develop and sustain long-term, trust-based relationships with stakeholders, clients and team.
• Manage the sustainable development of a strong pipeline of talent for current and future success, by driving a talent experience that differentiates Deloitte.
• Lead behavioral and cultural change through a supportive, collaborative and highly inclusive environment where team members feels supported, respected and engaged.

Enough about us, let's talk about you

You are someone with:

• Tertiary qualification in a business, or finance discipline with a well ranked institution and/or currently enrolled in a MBA program.
• Min. 8-10 years and above of professional experience in customer service transformation consulting, agency, tech or business background who can design and deliver amazing service experience for our clients in Banking or Financial Services sector.
• Have a clear point of view on what good looks like for customer service, and where new technologies, channels and approaches are taking customer service in the future.
• Relevant experience or relevant management experience, in at least two of the following: Customer Journey Design and Strategy Development, Operational transformation and improvement, Channel shift and digital service, Customer technology selection and functional expertise
• Experience working on customer service transformation projects as the project or workstream lead
• Experience of working in a project-based environment, liaising with customers throughout the entire solution delivery lifecycle
• Experience influencing in complex situations where stakeholders do not always agree about methods, choices and strategic direction
• A balance of logical problem solving and innovative thinking
• Working Knowledge of best in class customer service technologies
• Proven experience effectively prioritising workload to meet deadlines and work objectives.
• Drive, tenacity, client focused and results oriented.
• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a pre-requisite to fit to our short-term and long-term project assignment.
• Ability to be mindfully present and appreciate the humour of each moment.

Due to volume of applications, we regret only shortlisted candidates will be notified

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.
#LI-MB

Requisition ID: 107003

In Singapore, the services are provided by Deloitte and other related entities in Singapore("Deloitte in Singapore"), which are affiliates of Deloitte Southeast Asia Ltd. Deloitte Southeast Asia Ltd is a member firm of Deloitte Touche Tohmatsu Limited. Deloitte in Singapore, which is within the Deloitte Network, is the entity that is providing this Website.