Excellence Transformation Leader

2 days ago

Singapore beBeeTransformation Full time $90,000 - $120,000
Job Description

We are seeking an experienced leader to spearhead the transformation of our customer service experience in line with our service promise.

This senior role involves designing and implementing a service excellence framework and strategies, monitoring service quality, delivering coaching to elevate standards, and championing a service culture that inspires teams to deliver exceptional results.

  • Develop and implement service excellence strategies aligned with the organisation's service promise.
  • Establish and maintain a robust service culture that reflects our service promise.
  • Conduct regular service audits, provide direct coaching, and oversee training programmes for Customer Service Officers and Service Coaches.
  • Monitor performance, validate service feedback, and surveys to close service gaps and drive continuous improvement.
Responsibilities

The ideal candidate will possess strong leadership skills, with the ability to translate insights into action. They will be responsible for:

  • Leading team performance to achieve and exceed organisational service targets.
  • Driving performance and recognition through initiatives that celebrate outstanding service delivery.
  • Championing cross-functional collaboration with marketing, branding, centre management, IT, and operations to integrate service excellence into the broader organisational strategy.
  • Reporting on service performance, trends, and outcomes through clear, data-driven reports.
Requirements

To be successful in this role, you will need:

  • A proven track record of leading service excellence initiatives.
  • Strong communication and interpersonal skills.
  • The ability to analyse data and identify areas for improvement.
  • Experience working in a fast-paced environment.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development.

About Us

We are a forward-thinking organisation committed to creating safe places where everyone belongs, is mutually respected, and feels empowered to be authentic at work.

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