Head of Customer Service Transformation

CHARTERHOUSE PTE. LTD. is seeking a Head of Customer Service Excellence to lead the strategic transformation for their retail banking services in Singapore. The ideal candidate will have over 18 years of experience and a proven track record in service governance and customer experience strategy. Key responsibilities include managing customer feedback, driving service governance across business units, and implementing performance analytics. This role offers a unique opportunity to spearhead customer-centric initiatives, drive cultural transformation, and lead the development of a comprehensive customer service strategy. The successful candidate will be responsible for developing and implementing a customer service vision that aligns with the company's overall strategic objectives. This includes identifying and prioritizing key areas for improvement, developing and implementing process improvements, and ensuring effective communication across all levels of the organization. The ideal candidate should have experience in leading cross-functional teams, developing and implementing training programs, and analyzing performance metrics to drive business outcomes. In addition, the successful candidate will be expected to build strong relationships with stakeholders, including customers, employees, and senior leadership. This role requires a high degree of autonomy, strategic thinking, and the ability to work effectively in a fast-paced environment.