Director, Service Quality & Customer Experience

Adecco Personnel Pte Ltd; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A local bank in Singapore is seeking an experienced professional to drive their service quality strategy. This role involves overseeing complaint management, fostering team performance, and leveraging data analytics to enhance customer experience. Candidates must have a minimum of 10 years of experience in service quality or customer experience, along with a degree in any discipline. The position promises a dynamic environment with opportunities for leadership and strategic growth.

Qualifications

• Minimum 10 years of experience in service quality, customer experience, or complaint management.
• Experience managing regulatory and senior-level escalations.
• High attention to detail and resilience.

Responsibilities

• Drive the overall service quality strategy and monitor customer satisfaction metrics.
• Oversee end-to-end complaint and escalation management.
• Use data analytics to identify trends and performance gaps.
• Lead and develop team managers, fostering strong performance.

Skills

Service quality management

Customer experience improvement

Complaint management

Data analytics

Team leadership

Education

Minimum degree in any discipline

Job description

Adecco is collaborating with a local bank with strong presence in Asia. This bank provides a wide range of products and services to cater to the diverse needs of its customers. These offerings include various aspects of personal banking, business banking and wealth management.

about the job

• Drive the overall service quality strategy, including monitoring customer satisfaction metrics and implementing improvement initiatives.
• Oversee end to end complaint and escalation management, ensuring effective tracking, root-cause analysis and corrective actions.
• Manage complex and regulatory-related escalations, providing guidance and ensuring timely responses.
• Use data analytics to identify trends, performance gaps and opportunities to enhance customer experience and operational efficiency.
• Lead and develop team managers, fostering strong performance, accountability and engagement.
• Collaborate with internal and external stakeholders to maintain alignment and protect organizational reputation.

skills and experience required

• Minimum degree in any discipline.
• Minimum 10 years of experience in service quality / customer experience / complaint management.
• Experience managing regulatory and senior-level escalations.
• High attention to detail, resilience and strong decision making capability under pressure.