Head of Customer Centre

The employer is a bank. You will define the future state of customer centre and chart transformation journey (people capability, operating model and digital service platforms). You will execute necessary transformation programs so as to achieve a best in class customer centre and improve customer experience throughout the customer life-cycle including on-boarding, pre-and-post-sales services and general enquiries. You manage the day to day performance of the service centre (inbound, outbound and voice of customer / customer complaint investigation teams) and ensure that the function gain and maintain recognition for the quality of customer service within the bank and also industry. With proven experience in leading a large and highly-complex service centre, you are customer-centric, a people developer and a credible leader. Experience in managing customer centre that harnesses digital is highly preferred. Financial services industry is not a must. You are strategic, analytical and solutions-focused with a strong desire to transform and innovate.