Banking & Financial Services

Head of Customer Service Transformation

Date Added: 14/08/2018
Consultant: Audrey Chan
- Fast Growing Bank
- New Economy Customer Experience
- Transformation Leadership Role

Our client is a fast growing bank which has garnered strong industry accolades. There is now an exceptional opportunity for a dynamic service excellence leader to drive the bank's efforts in delivering best-in-class service to delight customers and achieve strong brand loyalty.

This is an exciting leadership role where you will be responsible for the bank's service excellence strategy and driving its transformation journey. Managing a team, you will develop the service excellence strategy and roadmap, and drive the implementation of global best practices through robust frameworks, policies, processes, data analytics and service culture transformation. You will work with customer experience research on customer experience design (including processes, complaints management and customer journeys), as well as with branches, the contact centre, corporate communications and human resources on ensuring consistent delivery of the strategy.

You are degree qualified with a demonstrated track record in service excellence leadership roles in consumer focused or B2C companies with strong reputation for delighting customers in the new economy. You are a strong user of data analytics in driving analysis, decisioning and performance management of customer experience. You are innovative, results driven and passionate about reimagining customer experience in the new economy. You possess strong leadership, presentation and influencing skills, and is a strategic yet hands on manager.

To apply, please submit your resume to Audrey Chan at ac@kerryconsulting.com, quoting the job title and ref no. AC13416. We regret that only shortlisted candidates will be notified.

Registration No: R1106832
Licence No: 16S8060

Type of Work: Permanent

Region: Singapore

Licence No: 16S8060

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