Transformation Lead - Customer Contact

Job Title: Transformation Lead - Customer Contact
Contract Type: Permanent
Location: Singapore
Salary: Negotiable
Reference: JN -122020-454825
Contact Name: Jason Lockwood
Contact Email:
Job Published: December 09, 2020 15:03

Job Description

A global Financial Services provider are currently seeking a talented indivdual to lead an ambitious contact centre transformation programme across APAC

The Role

  • The Transformation lead (APAC) is responsible for the leadership, service excellence, and ops support for the consumer business
  • Building the operations target model strategy for APAC and executing the plan
  • Delivering a cost efficient excellent service across customer contact, using data to demonstrate measurable improvements over time

Key Responsibilities:

Operatons Business management

  • Develop and own the operational strategy for the consumer business.
  • Map customer journeys and use process automation, digisation as key levers to improve the end to end flows
  • Positively challenge the status quo and contantly improve the service levels/model

BAU delivery

  • Handle omni channel customer complaints and feedback loops
  • Maintain excellent service delivery regionally
  • Adhere to governance frameworks and improve CX metrics and operational KPI's consistently

Wider business focus

  • Share successes across the wider regional team, and be responsible for sharing good news & learning through all internal channels
  • Build strong interpersonal relationships with key stakeholders in underwriting/distribution/support functions to drive collaborative win win outcomes

Argyll Scott Singapore Pte Ltd
EA License No. 16S8105
Lockwood Jason Ian
EA Reg No: R1550599

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