Head of Service Transformation

Location: Singapore, Singapore
Contract Type: Permanent
Specialisation: Banking & Financial Services Sales & Marketing
Salary: Bonuses
REF: BBBH228428_1554274906

Head of Service Transformation
You will have to formulate and drive Service Transformation Roadmap
Ultimate goal is to attain a distinct & differentiated service excellence above that of other major Banks & Financial Institutions
Job Description

  1. Service Transformation Strategy
  • Formulate and drive service transformation road-map
  • Continued market understanding & bench marking - local and global practices
  • Compliment service related execution for cross-functional projects and strategic papers
  1. Drive Service Culture & Transformation
  • Develop and refine service culture activities and standards
  • Close collaboration with
    1. Customer Experience ("CX") Research on E-B Framework & CX Experience on customer experience design (wrt process/complaints management & customer journeys)
    2. Branch Banking on service improvements action plans
    3. With other major stakeholders - e.g. Group Corporate Communications, Group Lifestyle Financing, Contact Centre
  • Execute sustained programs to engage Branches, Contact Center, other front line Business Units and HQ Departments
  • Drive bank-wide Service Excellence Award-related initiatives
  • Leverage on Data & Analytics

2. Complaints Management for Consumer Financial Service

  • Complaints analysis by channels; by products including establishing a Service Indicator Dashboard
  • Implement on-the-ground improvements adopting Human Centred Design approach
  • Liaise with external parties - MAS; Personal Data Protection Commissioner; CASE
  • Deal directly with customers in high profile complaint cases

3. BAU admin and staff management including

  • Process improvements
  • Monthly updates and management presentations

If you are interested, please contact Ana Vrtar on (65) 9084 0305 or click APPLY NOW quoting reference number 222913. For more information, please visit www.ambition.com.sg.Data provided is for recruitment purposes only.
Business License Number: 200611680D. License Number 10C5117. EA Registration Number: R1876647. #LI-SM