Client Experience Manager

**COMPANY DESCRIPTION**

**THK**MC was incorporated on 13 October 2011 as a charity to provide multiple social and welfare services to the community at large, and achieved an Institute of Public Character (IPC) status on 18 November 2011. **THK**MC is the charitable arm of Thye Hua Kwan Moral Society, which lives by the mission To Serve Mankind to help anyone who needs help regardless of their race, religion, colour, language, creed and culture. **THK**MC today serves more than 70,000 beneficiaries through more than 70 programmes across five Services, which include Disability, Early Intervention for Children, Family, Seniors' Community, and Therapy.

**RESPONSIBILITIES**

**Job Overview**:
We are seeking a dynamic and driven Client Centric Service Manager to lead our organization in enhancing our service delivery. The responsibilities include fostering a client-focused culture, ensuring that all teams place clients at the core in the design of our programmes and services, and implementing effective client-centric training programmes and sustainable client feedback systems, to achieve high levels of positive client experience and satisfaction across all services.

**Key Responsibilities**:

- Operationalizing Client-Centric Initiatives:

- Work with all THK services to promote a client centric mindset and approach across all departments.
- Collaborate with all service units to enhance client centric practice, building from and not limited by the respective service models, and anticipating and meeting future needs.
- Foster a team-oriented environment that encourages cross-functional cooperation to prioritize client satisfaction.
- Co-lead efforts in client journey process mapping, service blueprint development and implementation of plans and strategies to enhance service delivery and client satisfaction.
- Establishing Client Feedback Systems:

- Establish and manage effective and sustainable client feedback systems to gather insights and measure client satisfaction.
- Collaborate with all THK service units to ensure timely follow up on client concerns to deliver exceptional service
- Analyze feedback data to identify trends, areas of improvement, and opportunities for enhancing the client experience.
- Support service units in pre-empting and managing complex client feedback and lapses in service to ensure swift service recovery and client satisfaction
- Empowering the THK team in Client Centric Service
- Co-design and facilitate fundamental client centric service training module for all THK staff
- Work with HR department to curate and provide ongoing trainings to keep staff updated on industry trends and best practices in client service.
- Establishing Performance Metrics:

- Work with service units to define and track key performance indicators (KPIs) related to client satisfaction and service delivery.
- Regularly report on performance metrics to senior management, highlighting achievements, areas for improvement and recommendations for service improvement.
- Continuous Improvement:

- Lead initiatives for continuous improvement in service delivery based on client feedback and industry benchmarks.
- Implement innovative strategies to enhance overall client experience.

**QUALIFICATIONS**
- Bachelor's degree in Business Administration, Marketing, Communications or a related field. Master's degree is a plus.
- At least 5 years of experience in client service and/or service quality positions, with a focus on driving client satisfaction.
- Work experience in transformation or driving of customer experience initiatives or work experience in healthcare/social service sector would be an added advantage.

**OTHER INFORMATION**
**Attributes and Competencies**
- Client-focused mindset with a passion for delivering exceptional service.
- Strategic thinker with the ability to enhance client centric service initiatives to meet overall company strategic goals.
- Well-organised, meticulous, and resourceful with the ability to multi-task in a fast-paced environment.
- Analytical mindset with the ability to interpret data and implement data-driven strategies.
- Strong leadership skills with the ability to think strategically, influence and inspire cross-functional teams.
- Excellent communication, interpersonal and networking skills.
- Demonstrates excellent facilitation and presentation skills.
- Independent worker, yet collaborative and able to work effectively in a team environment.
- Organisation-wide project management
- Able to work under pressure and excels in organisational and time management skills