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Head, Customer Care and Service Experience (Secured Lending)

Job description

Key Responsibilities:

1.Drive Service Transformation & Performance

  • Collaborate with CFS - Service Transformation on CSAT Framework & Experience Design on customer experience journey for roll out to all teams in Consumer Secured Lending (CSL)
  • Lead and work with the CSL teams on service improvement plans
  • Support bank-wide /industry service recognition initiatives. E.g. GEMs, EXSA

2. Complaints Management

  • Manage Gifts to achieve Customers Win-back
  • Raise processes/service improvement ideas to Product/Touchpoints for resolution/follow up
  • Review gifts for process flow and service handling improvement
  • Deal with customers for escalated GIFTS

3. Loan Processing and Customer Retention

  • Oversee the Mortgage Services team to ensure home loan cases are processed and submitted for disbursement expeditiously and in accordance with credit, regulatory and internal guidelines
  • Lead the Customer Care Unit to retain existing home loan customers and constantly reviewing to ensure customer journey is seamless and user friendly.
  • Equip and coach the team to meet the Financial, Service, Product and Collaboration Key Performance expectations.
  • Engage the team to improve staff engagement and retention.

The ideal candidate will possess the following:

  • Degree holder with considerable work experience in consumer banking.
  • Good knowledge of service excellence, process improvement in mortgage sales business
  • Leadership experience and strategic thinker
  • Excellent communication and interpersonal skills, with experience of dealing with executives at different levels

If you believe you fit the requirements for the role, please click APPLY NOW or drop an email to Only shortlisted candidates will be notified.

Data provided is for recruitment purposes only Business Registration Number: 200611680D. License Number: 10C5117 EA Personal Registration Number: R1874269.

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