Head Customer Service Excellence

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 and customer insights into actionable improvements, reducing turnaround times and elevating customer experience. Manage Customer Feedback & Escalations: Oversee end-to-end management of customer feedback and escalations, including C level cases. Act as the primary liaison with regulatory bodies on customer service matters. Ensure compliance with regulatory requirements, manage audits and inquiries, and proactively address emerging regulatory expectations to safeguard the bank’s reputation. Build and implement performance dashboards and analytics frameworks to monitor service KPIs, identify pain points, and inform decision-making across functions. Requirements: Proven track record in leading large-scale transformation initiatives within financial services, particularly across retail banking, consumer banking business. Min. 18 years of relevant experience, with strong expertise in customer experience strategy, service governance, and complaint management. Proven senior stakeholder management track record with the ability to influence across business, operations, and technology teams. Analytical mindset with the ability to leverage data for continuous improvement. Team management experience, in managing the customer service excellence establishment.