Head, Customer Service Center, Singapore

Employment Type: Permanent
Contract Duration:
Why you will love working here

At IATA, we represent over 350 airlines worldwide, striving to make aviation safer, smarter, more sustainable, and inclusive.
- **Our Values**are not just words on a page - they are the energy behind everything we do**:ONE IATA** - We collaborate across teams, **TRUSTED**:

- We do the right thing, **INNOVATIVE**:

- We make tomorrow better, **INCLUSIVE**:

- We embrace diverse perspectives.
- With over 30,000 courses available, we believe in continuous learning and support your growth in an ever-changing industry.
- Diversity, equity, and inclusion are our priorities. We are certified by the Equal Salary Foundation, offering equal pay and family-friendly policies.
- We encourage community involvement through volunteering and strive to make tomorrow better for aviation and our communities. We offer time off so you can support causes important to you.
- We promote work-life balance with flexible work options, including remote and hybrid work, a generous 'work from abroad' policy, and you get your birthday off

About the team you are joining

Reporting to the Director, IATA Customer Service Center, a global function, the incumbent will be responsible for the Singapore CSC ensuring the development, continuous improvement and delivery of customer service/experience and the operational requirements via the utilization of the global CSC processes and technologies in order to deliver key customer service/customer experience outcomes for IATA customers. The role has significant levels of responsibility and accountability for operational delivery.

What your day would be like
- Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures.
- Responsible for Singapore CSC Cost Centre/Budgets.
- Create a positive culture among the team that will enable the operational delivery which can achieve the business goals and objectives with regards to customer service.
- Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
- Reduction of the cost to serve-Reduction of Contacts coming into the Singapore CSC by initiating and delivering the key process improvements.
- Empower and Engage the SIN CSC Management Team and the Customer Service Team.
- Enhance the First Call Resolution, CSAT, NPS, Interaction Quality and other key KPIs.
- Identify new tools and technologies to better serve the customer and contribute to the development of the global CSC working closely with CSC Strategy Team(Customer Experience).
- Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the CSC Global Leadership Team and the Voice of the Customer Council.
- Act as a strong Voice of the Customer across the organization.
- Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
- Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues and acting on them working together with key business partners( PPD, Legal, Risk etc).
- Define, discuss and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning, training and development in conjunction with business objectives and service level agreements.
- Work effectively with all peers and the stakeholders across the organization.
- Continually develop operational improvements and provide direction to the CSC Singapore team in line with the customer service business objectives.
- Drive quality and consistency for the CSC Singapore Operations.
- Partner with CSC Strategy(CX) Team to optimise existing Client relationship depth through business planning and collaboration and help deliver increased revenue streams in line with business objectives.
- Cooperate with the Director, IATA Customer Service Center and the rest of the department heads into building and driving a customer centric organization.
- Be responsible for targets and projects achievement in a highly culturally diverse environment.
- Assist the Director, IATA Customer Service Center, with the rest of the Head of Departments, in managing and coordinating the office activities and initiatives.
- Be present in local Governance forums and attend key customers on matters related to CSC when required.
- Cooperate with the Director, IATA Customer Service Center and IATA Product and Services groups including ISS to maximize the revenue generation through the development and implementation of sales via service strategies for FDS products.
- Cooperate with the Director, IATA Customer Service Center in the implementation of key customer experience and other business initiatives.

We would love to hear from you if
- You have a university degree in a relevant discipline, advance studies would be an asset;
- 10