Head of Service Quality & Customer Experience (Contact Centre)

Adecco Personnel Pte Ltd.; Singapore; On-site; SGD 125,000 - 150,000; Full time

Job summary

A leading recruiting firm in Singapore is seeking an experienced professional for a permanent role focused on driving service quality strategy in a banking environment. The ideal candidate will manage customer experience, complaints, and regulatory escalations, with over 10 years of relevant experience. Strong leadership skills and the ability to analyze data to improve operations are essential. If you meet these requirements, apply with your resume and salary expectations.

Qualifications

• Minimum 10 years of experience in service quality or customer experience.
• Experience managing regulatory and senior-level escalations.
• High attention to detail and strong decision making under pressure.

Responsibilities

• Drive the overall service quality strategy.
• Oversee end to end complaint and escalation management.
• Manage complex regulatory-related escalations.
• Use data analytics to enhance customer experience.
• Lead and develop team managers.

Skills

Service quality management

Customer experience

Complaint management

Analytical skills

Leadership

Stakeholder collaboration

Education

Minimum degree in any discipline

Job description

the opportunity:

• Permanent role
• CBD

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.

about the job

• 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