Customer Service Leader, Safe Deposit Box Ops

Certis; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Certis is seeking a Customer Service Supervisor to lead Safe Deposit Box frontline operations in Singapore, ensuring service excellence, security, and efficiency. You will oversee manpower planning, rostering, training, and compliance with PDPA and internal controls.

The successful candidate will coach staff, drive customer service quality, handle incident investigations, and collaborate with internal and external stakeholders to meet business objectives while delivering a safe and trusted

Qualifications

• Minimum Diploma in Business Administration, Customer Service, Operations Management, Security Management, or related discipline.
• 3 to 5 years of supervisory experience in retail customer service, banking, hospitality, or related industries.
• Strong understanding of customer service excellence principles and complaint management.
• Experience in manpower planning, scheduling, and team supervision.
• Good knowledge of PDPA, compliance requirements, and information security practices.
• Strong communication, interpersonal, and stakeholder management skills.
• Ability to investigate incidents, identify root causes, and implement corrective actions.
• Strong analytical, problem-solving, and decision-making capabilities.
• Proficient in Microsoft Office applications including Excel, Word, PowerPoint, and Outlook.
• Ability to work effectively in a fast-paced and customer-centric environment.
• Willingness to perform shift work, weekends, and public holiday duties when required.

Responsibilities

• Lead and supervise Safe Deposit Box frontline operations to ensure service excellence, operational efficiency, and customer satisfaction.
• Manage manpower planning, duty rostering, deployment, training, and competency development to meet operational needs.
• Ensure compliance with company policies, PDPA requirements, regulatory standards, and internal controls.
• Uphold proper accountability, security, and management of operational assets including inventory, keys, access cards, controlled documents, and related resources.
• Coach and guide frontline staff in customer service, service recovery, customer engagement, and retail sales techniques to improve SDB box take-up rates.
• Drive customer service quality, customer retention, and new customer acquisition efforts to support business growth.
• Review and improve operational processes, controls, and service standards to optimise efficiency, consistency, and customer experience.
• Lead investigations into customer complaints, service lapses, and incidents, and implement corrective and preventive actions.
• Monitor team and operational performance, conduct reviews, and prepare timely management reports and incident updates.
• Support audits, compliance reviews, risk management activities, and regulatory inspections.
• Promote staff engagement through regular communication, coaching, feedback, and participation in employee engagement initiatives.
• Collaborate with internal and external stakeholders to support smooth operations, service improvements, and business objectives.

Skills

Supervisory experience

Customer service excellence

Manpower planning

Scheduling

PDPA knowledge

Information security practices

Communication skills

Stakeholder management

Incident investigation

Analytical thinking

MS Office

Shift work flexibility

Education

Diploma in Business Administration / Customer Service / Operations Management / Security Management, or related discipline

Job description

Certis is seeking a Customer Service Supervisor to lead Safe Deposit Box frontline operations in Singapore, ensuring service excellence, security, and efficiency. You will oversee manpower planning, rostering, training, and compliance with PDPA and internal controls.

The successful candidate will coach staff, drive customer service quality, handle incident investigations, and collaborate with internal and external stakeholders to meet business objectives while delivering a safe and trusted