Vp, Customer Service, Digital Banking

Posted by
- Hagen Lee- Co-Founder, Director StriveX is partnering with a FinTech institution where they are looking for a VP to join them to lead their Customer Service team in Singapore. In this role, you will lead and own all related activities including call center management, complaints handling, outbound service calls, and customer satisfaction surveys. Reporting directly to the Head of Operations, you will execute the strategic direction of the Customer Service function to support the bank's expanding business.

Role and Responsibilities
- Provide Customer Service activities aligned with OKRs, SLAs, and KPIs.
- Oversee local and offshore customer service teams, offering guidance and training as needed.
- Manage day-to-day call center performance to ensure consistently high standards of service.
- Support the bank's expansion strategy by developing systems, processes, and talent within Customer Service.
- Gather customer feedback to drive continuous improvement across all areas, including product.
- Lead the talent agenda by hiring and developing a highly proficient Customer Service team.
- Motivate, lead, and develop the Customer Service team to elevate standards and support the bank's business.
- Act as a thought leader in the long-term strategy and future expansion of Customer Service.
- Advocate for a focus on customer experience at the core of team operations.
- Champion agile ways of working across the team and the bank.
- Build and maintain strong relationships with key stakeholders across various departments.

Key Requirements
- Minimum 10 years of execution experience in customer service, relationship management, and project management, with banking experience essential.
- Deep understanding of call center management and ability to implement effective controls without compromising customer experience.
- Knowledge of cloud-based and latest customer service technology, with experience in implementation being advantageous.
- Awareness of changing regulatory environments, particularly in financial services.
- Experience in managing local and offshore call centers and meeting KPIs and SLAs.
- Ability to handle customer complaints effectively and manage expectations tactfully.
- High-energy individual capable of thriving in a fast-paced environment.
- Strong relationship management and influencing skills, with effective communication abilities at all levels.
- Client-obsessed mindset, prioritizing customer experience in system and process development.
- Proactive in developing ideas and continuously seeking improvements in service efficiency and excellence.
- Embrace continuous learning and development.

StriveX Pte Ltd, EA License No: 23S2077

Lee Boon Hou (Hagen), Registration No: R1870932
- ABOUT COMPANY
- StriveX Pte Ltd
- Singapore
HR & Recruitment

StriveX is a boutique recruitment consultancy firm that believes in always connecting the right talent with the right businesses. Together, we don't j...