Avp, Group Customer Service

The AVP Group Customer Service (International Operations) is instrumental to create and maintain consistency in the way we deliver CS outcomes for our operations especially in the international market and critical to the success of our Group. To oversee and lead the strategy, launch and execution of customer service strategy and help identify opportunities for the business.

The individual will display ability to navigate key relationships between GCS and other key business units for strategic international projects and implementation.

This is a team management role and reporting to the VP, Group Customer Service.
**Responsibilities**

Business Direction
- Drive proactive best-in-class CS outcomes and implement improvement operational processes
- Review industry best practices and benchmarks to ensure efficiency in the setup of CS operations
- Stay abreast of new practices and technologies to ensure high customer service standards
- Take the lead in strategic projects to uplift service standards in international projects and initiatives

Customer Centricity
- Be a strong advocate for the customers’ voice and to provide the bridge between customers and our international business operational units
- Deliver in-depth analyses of customer feedback, pain points and journeys using data and methodologies
- Collate various sources of data and develop insights with strategies and recommendations for business operational units
- Work with internal and external stakeholders to identify process and technical issues and

handling across CS touch points
- Review continuous improvement of operations processes to enhance service levels and reduce complaints

Customer Service Function
- Work with subsidiary units to determine customer service requirements by engaging customers,

visiting operational environments, identifying gaps and benchmarking best practices, with the objective to improve customer process and overall experience
- Ensure customer support offerings by subsidiaries meet customer needs through process

standardization for new and existing products to have clearly laid out processes and procedure

(SOP) for standardized customer experience and to ensure 100% compliance
- Hold a strong supervisory and management structure to sustain the day-to-day functioning of

International CS operations; work through direct reports to maintain excellent service level,

monitor performance and ensure that business unit performance meets established expectations; acts as escalations point for complex customer concerns
- Ensures response time to OPA (Overseas Postal Administrator) are met - EMS/UPU standards
- Ensure that customer’s compensation is dealt according to SOP and keep within annual budget
- Act as Privacy Liaison and Local Compliance Function for all units of GCS; Ensure compliance

to all policies, processes, procedures and protocols laid out at SingPost. Collation of inputs from the business teams at SingPost and aligning the partner on delivery of desired results

People Management
- Oversee recruitment of CS staff to support operations and customer case resolutions
- Ensure continuous training of customer service staff to ensure a capable workforce with in-depth knowledge of products / services during interactions with customers
- Provide guidance and directions for managing CS officers to ensure consistent case management
- Ability to lead, develop and mentor team members to deliver set goals and drive high performance teams
- Promote regular team engagement to increase employee satisfaction and wellness

**Qualifications**:

- Bachelor’s degree in business administration or related field or equivalent experience with min 5-7 years in a CS operations management role
- Strong investigative and ability to deep dive into case details and provide in depth analyses
- Experience in CS key metrics and technology with potential influence on operations
- Proven ability to handle multiple competing priorities and able to adapt in a face-paced environment
- Strong problem-solving skills and proactive to recommend process improvements
- Excellent leadership skills with experience in developing and mentoring teams