CX & Service Quality Leader — Strategy, Escalations & Insight

Adecco Personnel Pte Ltd.; Singapore; On-site; SGD 125,000 - 150,000; Full time

Job summary

A leading recruiting firm in Singapore is seeking an experienced professional for a permanent role focused on driving service quality strategy in a banking environment. The ideal candidate will manage customer experience, complaints, and regulatory escalations, with over 10 years of relevant experience. Strong leadership skills and the ability to analyze data to improve operations are essential. If you meet these requirements, apply with your resume and salary expectations.

Qualifications

• Minimum 10 years of experience in service quality or customer experience.
• Experience managing regulatory and senior-level escalations.
• High attention to detail and strong decision making under pressure.

Responsibilities

• Drive the overall service quality strategy.
• Oversee end to end complaint and escalation management.
• Manage complex regulatory-related escalations.
• Use data analytics to enhance customer experience.
• Lead and develop team managers.

Skills

Service quality management

Customer experience

Complaint management

Analytical skills

Leadership

Stakeholder collaboration

Education

Minimum degree in any discipline

Job description

A leading recruiting firm in Singapore is seeking an experienced professional for a permanent role focused on driving service quality strategy in a banking environment. The ideal candidate will manage customer experience, complaints, and regulatory escalations, with over 10 years of relevant experience. Strong leadership skills and the ability to analyze data to improve operations are essential. If you meet these requirements, apply with your resume and salary expectations.