[ref. l17939302] Service Quality & Customer Experience Manager - Bukit Merah
APAYLATER FINANCIALS PTE. LTD. Bukit Merah Permanent
Role Overview
- Drive consistent customer experience and service excellence across all markets.
- Manage customer complaint and handling processes, ensuring timely resolution and identifying root causes for long-term improvements.
- Develop, implement, and refine training programmes based on needs analysis, customer feedback, and business priorities.
- Conduct coaching, mentoring, and performance assessments to strengthen CX team capabilities.
- Lead quality management initiatives and continuous improvement efforts to enhance service delivery.
- Monitor and evaluate training effectiveness, recommending enhancements where needed.
- Collaborate closely with stakeholders to ensure training materials and knowledge bases remain updated and accurate.
- Partner with cross-functional teams, including Business, Marketing, Product and Tech, to align goals and deliver customer-centric initiatives.
- Provide actionable insights through data analysis and performance tracking to guide decision-making and drive improvements.
- Ensure all activities comply with Legal, Compliance, and Risk requirements to protect business and customer interests.
- Monitor app performance, usage, adoption, and key experience metrics to identify opportunities for optimisation and increased engagement.
- Lead digital engagement and servicing initiatives to enhance customer experience.
- Undertake other duties related to continuous improvement as assigned by management.
- Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
- Minimum 2 years of experience in Complaint Management, Service Quality or Training Management, preferably within a contact centre or customer experience environment.
- ACTA certification (Advanced Certificate in Training and Assessment) is an advantage.
- Strong verbal and written communication skills in English, with the ability to craft clear, engaging training content.
- Skilled in developing policies, process documentation, and training materials to support operational excellence.
- Proven ability to analyse training needs, conduct performance gap assessments, and implement effective learning solutions.
- Excellent interpersonal and stakeholder management skills to build collaborative relationships across teams.
- Strong analytical and organisational abilities; capable of managing multiple priorities efficiently.
- Continuous improvement mindset with the confidence to challenge existing processes and drive enhancements.
- Passionate about delivering exceptional customer experiences through data-driven insights and service excellence.
APAYLATER FINANCIALS PTE. LTD.Toa Payoh, 7 km from Bukit Merah
and increased engagement.
• Lead digital engagement and servicing initiatives to enhance customer experience.
• Undertake other duties related to continuous improvement as assigned by management.
Requirements
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