Head of Service Quality and Customer Experience (Contact Centre)

Adecco Personnel Pte Ltd.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A reputable bank in Singapore seeks a Service Quality Manager to develop and execute service quality strategies, focusing on customer satisfaction and engagement. Candidates should have a minimum degree and at least 10 years of experience in service quality or complaint management, along with strong decision-making skills under pressure. The role involves data analytics for performance enhancement and leading a team of managers. Competitive salary package offered.

Qualifications

• At least 10 years of experience in service quality, customer experience, or complaint management.
• Experience in managing regulatory and senior-level escalations.

Responsibilities

• Drive the overall service quality strategy and monitor customer satisfaction.
• Manage end-to-end complaint management and ensure effective tracking.
• Use data analytics to identify trends and improve customer experience.
• Lead and develop team managers to foster performance.

Skills

Service quality management

Customer experience enhancement

Attention to detail

Decision making under pressure

Education

Minimum degree in any discipline

Job description

the opportunity

• Permanent role
• CBD

about the job

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.

responsibilities

• 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.

next steps

• Prepare your updated resume (please include your current salary package with a full breakdown such as base, incentives, annual wage supplement, etc.) and the expected package.
• Apply through this application or send your resume to [e-mail] in MS Word Copy. We'd love to hear from you!
• We regret that only shortlisted candidates will be notified.

Reenie Ng
Direct Line: 6697 7943
EA License No: 91C2918
Personnel Registration Number: R2198716