Head of Customer Service Transformation & Governance

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

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.