Global Process Leader – Customer Support & AI Solutions

Ikano Bank AB; Singapore; On-site; SGD 70,000 - 90,000; Full time

Job summary

Ikano Bank AB in Singapore is seeking a Process Leader for Customer Support to optimize customer service processes. You will leverage your 5+ years of experience to enhance service delivery through innovative solutions.

Responsibilities include leading the analysis of customer journeys, gathering user requirements, and implementing new processes. Candidates should be familiar with AI tools and have a strong understanding of contact centre operations.

Qualifications

• Minimum 5 years of experience in Customer Experience and Customer Support.
• Strong understanding of customer journey maps and friction points.
• Proven ability to lead process change initiatives.

Responsibilities

• Champion the voice of the remote customer to improve service quality.
• Lead in analysing end-to-end customer journeys for improvement.
• Gather user requirements and roll out new processes and tools.

Skills

Customer Experience

Contact Centre processes

Analytical mindset

Excellent communication skills

Process change initiatives

AI / Automation tools

Tools

Power Automate

Power BI

Chatbots

Job description

Ikano Bank AB in Singapore is seeking a Process Leader for Customer Support to optimize customer service processes. You will leverage your 5+ years of experience to enhance service delivery through innovative solutions.

Responsibilities include leading the analysis of customer journeys, gathering user requirements, and implementing new processes. Candidates should be familiar with AI tools and have a strong understanding of contact centre operations.