Vice President, Service Quality & Complaints

SINGAPORE LIFE LTD.; Singapore; On-site; SGD 80,000 - 100,000; Full time

Job summary

A leading financial services firm in Singapore is seeking a Customer Service Manager to establish a robust complaints management framework. Responsibilities include resolving customer issues, leading a dedicated team, and analyzing complaint trends for continuous improvement. The ideal candidate has over 8 years of service experience, including 3 in management, with a solid understanding of regulatory requirements. This role requires excellent communication and problem-solving skills, and offers an opportunity to contribute to customer satisfaction and trust.

Qualifications

• 8 years of experience in Customer Service with 3 years in a managerial role.
• Knowledge of regulatory requirements including FDO, PDPA, and FIDReC process.
• Strong communication and customer handling abilities.

Responsibilities

• Establish and maintain a complaints management framework.
• Resolve customer issues empathetically and accurately.
• Lead a team, ensuring productivity and professional development.
• Analyze complaint trends to provide preventive strategies.
• Communicate insights for strategic decision-making.
• Track complaint metrics and prepare reports.
• Conduct root cause analysis on recurring complaints.

Skills

Customer service skills

Dispute management skills

Problem-solving skills

Time management skills

Oral and written communication

Education

Degree

Job description

A leading financial services firm in Singapore is seeking a Customer Service Manager to establish a robust complaints management framework. Responsibilities include resolving customer issues, leading a dedicated team, and analyzing complaint trends for continuous improvement. The ideal candidate has over 8 years of service experience, including 3 in management, with a solid understanding of regulatory requirements. This role requires excellent communication and problem-solving skills, and offers an opportunity to contribute to customer satisfaction and trust.