Head, Customer Service Excellence

Exciting senior mandate for a Head, Customer Service Excellence

Seeking for a seasoned strategic leader, to manage and drive the strategic transformation of customer service for the organization’s retail / consumer banking business in Singapore and regionally. Driving transformation, service innovation, operational excellence, and customer-centricity through technology, governance, and process redesign.

Responsibilities

• Lead Strategic Transformation: Define and execute the strategic direction for customer service transformation in Singapore, strengthening service governance, complaint management, and operational excellence to deliver superior customer experiences.
• Champion Service Governance & Journey Mapping: Driving Service Committee (PSC) across Cards, Deposits, Wealth, and Loans. Align business, operations, and technology teams to deliver service priorities. Introduce structured journey‑mapping disciplines to translate NPS a...