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Customer Relations Lead

1 week ago

Singapore Central Provident Fund Board Full time

We are seeking a highly skilled and experienced individual to join our Service Quality Management team as a Customer Relations Lead. In this role, you will be responsible for overseeing Service Excellence and Systems Management for the Customer Relations Group (CUG).

Your primary objective will be to ensure the delivery of outstanding service, aligned with the Board's strategic guidelines, and driven by its mission, vision, and cultural attributes. You will lead and oversee Service Excellence and Systems Management for the CUG, ensuring the continuous delivery of service excellence in line with the Board's mission, vision, and cultural framework.

You will also review, analyse, and track CUG's Key Performance Indicators (KPIs) while monitoring the Board's service incentive programs to ensure service standards are maintained and officers are appropriately recognised and rewarded for their contributions. Additionally, you will spearhead the management and enhancement of the Board's Customer Relationship Management System (CRMS), driving advancements that enable the Board's next level of service delivery.