Head, Customer Service Excellence

Charterhouse Pte Ltd; Singapore; On-site; SGD 150,000 - 200,000; Full time

Job summary

Charterhouse Pte Ltd is seeking a seasoned strategic leader for the position of Head, Customer Service Excellence. This role involves overseeing the transformation of customer service within the organization’s retail and consumer banking business in Singapore. The successful candidate will drive service innovation, operational excellence, and customer-centricity while managing feedback and compliance with regulatory standards.

The ideal applicant will have over 18 years of experience within the financial services sector, specifically in customer experience strategy, and a proven track record in leading large-scale transformations.

Qualifications

• 18+ years of experience in leadership roles within financial services.
• Experience in managing large-scale transformation initiatives.
• Strong analytical capabilities for continuous improvement.

Responsibilities

• Lead strategic transformation for customer service excellence.
• Oversee management of customer feedback and escalations.
• Act as liaison with regulatory bodies on customer service matters.

Skills

Customer experience strategy

Service governance

Stakeholder management

Analytical mindset

Team management

Job description

*Exciting senior mandate for a Head, Customer Service Excellence*

Seeking for a seasoned strategic leader, to manage and drive the strategic transformation of customer service for the organization’s retail / consumer banking business in Singapore and regionally. Driving transformation, service innovation, operational excellence, and customer-centricity through technology, governance, and process redesign.

Responsibilities

• Lead Strategic Transformation: Define and execute the strategic direction for customer service transformation in Singapore, strengthening service governance, complaint management, and operational excellence to deliver superior customer experiences.

• Champion Service Governance & Journey Mapping: Driving Service Committee (PSC) across Cards, Deposits, Wealth, and Loans. Align business, operations, and technology teams to deliver service priorities. Introduce structured journey-mapping disciplines to translate NPS and customer insights into actionable improvements, reducing turnaround times and elevating customer experience.

• Manage Customer Feedback & Escalations: Oversee end-to-end management of customer feedback and escalations, including C level cases.

• Act as the primary liaison with regulatory bodies on customer service matters. Ensure compliance with regulatory requirements, manage audits and inquiries, and proactively address emerging regulatory expectations to safeguard the bank’s reputation.

• Build and implement performance dashboards and analytics frameworks to monitor service KPIs, identify pain points, and inform decision-making across functions.

Requirements

• Proven track record in leading large-scale transformation initiatives within financial services, particularly across retail banking, consumer banking business.

• Min. 18 years of relevant experience, with strong expertise in customer experience strategy, service governance, and complaint management.

• Proven senior stakeholder management track record with the ability to influence across business, operations, and technology teams.

• Analytical mindset with the ability to leverage data for continuous improvement.

• Team management experience, in managing the customer service excellence establishment.

If you hold strategic hands on experience, spearheading the transformation of customer service excellence for the organization’s retail / consumer banking business, do reach out to Leonard Toh at [e-mail] for a confidential discussion.

EA License no: 16S8066 | Reg no.: R1657935

Only successful candidates will be notified.