Head of Service Excellence & Learning - Retail Contact Center

UOB; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading bank in Asia is seeking an experienced professional to oversee service quality and complaint management in Singapore. The role requires a minimum of 10 years in service quality with proven experience in managing escalations and stakeholder relationships. The ideal candidate will have strong communication skills and a customer service mindset, along with the ability to lead teams and analyze data effectively to drive continuous improvement. This position offers a dynamic work environment with a focus on service excellence.

Qualifications

• Minimum 10 years of working experience in service quality and complaint management.
• Strategic business leadership with excellent stakeholder management skills.
• Team management experience for at least 5 years.

Responsibilities

• Lead the centerwide strategy for service quality, ensuring timely responses.
• Oversee management of customer complaints and escalations.
• Utilize data analytics to track service quality trends.

Skills

Service quality management

Complaint resolution

Stakeholder management

Data analytics

Customer service mindset

Problem-solving skills

Microsoft Office proficiency

Team leadership

Job description

A leading bank in Asia is seeking an experienced professional to oversee service quality and complaint management in Singapore. The role requires a minimum of 10 years in service quality with proven experience in managing escalations and stakeholder relationships. The ideal candidate will have strong communication skills and a customer service mindset, along with the ability to lead teams and analyze data effectively to drive continuous improvement. This position offers a dynamic work environment with a focus on service excellence.