Job Description

: Get to know the Role: The Customer Experience (CX) team is responsible for developing, shaping and executing a holistic customer experience strategy for Digibank. We advocate for customers, think in their shoes and embrace a strong sense of ownership & accountability to solve customer problems and pain points. We are obsessed with delivering “wow” experiences to win the hearts of our customers. Within the CX function, the Customer Support team is tasked to deliver effortless and delightful customer experience to our customers. Reporting to the Head of CX, the Head of Customer Support will lead the strategic planning and delivery of the overall Customer Experience Operations. As the founding leader of the customer support team, you will have the exciting challenge to build this team from scratch - from defining the experiences, processes and platform requirements to building the entire operations of the team (scorecard, empowerment matrix, recruitment, capacity planning). We are looking for an experienced Contact Centre Head who is ready to take this on! To succeed in the role, you need to lead and inspire your teams to excellence through strong people management fostering a culture of customer-centricity, accountability, ownership and building strong staff engagement. You will be responsible for ensuring our customer experience is best in class and ensuring that each customer interaction is handled with care and diligence by the team. You will also provide a supportive environment to shape a culture within the customer support team that allows feedback and ideas from both customers and staff to be heard and actioned upon. This role will be based in Singapore.

Customer Support Team Setup:

• Establish the customer support operational team from the ground-up
• Define the strategic roadmap for customer service - Day 1 support experience and longer term roadmap (services offered, channel SLA, success metrics focusing on both customer experience and operational excellence, how we might scale the CS operations)
• Develop the department operational manual (identify risks and controls needed, frontline scorecard, quality and training requirements etc..)
• Define the processes, system requirements (for CRM & Omnichannel platform), capacity planning

Operational Excellence:

• Responsible for the strategic planning and execution of the overall Customer Experience Operations and the day-to-day service delivery
• Act as the custodian for customer experience, ensuring exceptional service delivery at all times by the team
• Resolve any escalated customer complaints and manage any trends or risks identified
• Review operational process/operational flows to drive optimisation and automation, where possible
• Provide effective oversight on operational risk and governance

Performance Management:

• Establish and own CS operational metrics (e.g. including but not limited to contacts, handling time, resolution, satisfaction and NPS metrics etc.) and service quality standards to drive customer service excellence across multiple customer touch points; ensuring all departmental KPIs and customer service metrics are met
• Delivering service level and operational goals while achieving overall cost and revenue targets
• Monitor performance of teams through team leaders to achieve quality targets and continuously improve service delivery
• Manage resourcing requirements for smooth operations of the team

Team Management:

• Recruit, manage and retain a team of high performing and highly engaged CE executives to ensure the delivery of superior customer experience throughout the customers’ journey across all channels (Live chat, voice, email, social etc..)
• Manage and coach the team leads and provide support in managing CX executives
• Ensure continuous staff development by enhancing employee engagement, level of service, product knowledge and required skills
• Build a highly engaged and motivated team through a positive and supportive leadership style

Continuous Improvement & Innovation:

• Build relationships with the wider digital bank team to embed customer centricity and share frontline insights with the broader team for improvement opportunities
• Collaborate with the broader CX team leads (e.g. Process & Service Excellence, Analytics etc) to drive strategic CX initiatives to continually improve customer experience and raise customer service standards
• Work closely with technology team to ensure adequate support for operational requirements and system enhancements

Minimum Experience and Qualifications

• At least 12 years of relevant experience in a Contact Centre / Customer Service function in the Financial Services industry or Digital Natives companies, with a minimum 8 years of supervisory / managerial experience
• The ideal candidate will have extensive experience leading large contact centre or back office administration teams, from strategic and operational perspectives
• Experience in leading contact centre transformation projects (assessing BPOs, feasibility studies of in-house vs outsourced model)
• Experience in CS Operations, Operational Excellence, Workforce Management, Quality and Training, Compliance, Operational Risk or a related discipline preferred, ideally in more than one of these disciplines
• Experience with Customer Experience platforms / Contact Centre technologies (e.g. Salesforce, NICE, Avaya)
• Strong ability to coach, guide and mentor employees at various levels and stages of their career
• Strong experience and evidence of collaboration, excellent negotiation skills and the ability to effectively manage conflict
• Certification in Design Thinking / Human Centered Design is highly preferred
• Bachelor’s Degree in Business Administration, business information systems or related disciplines

Desired Personal Qualities

• Strategic thinking, Problem solver, proactive, resourceful, independent and technologically savvy
• Passionate about driving operational excellence with a strong customer oriented mindset
• Proven experience building and leading diverse, high-performing teams a people leader
• Inspirational leader who promotes a collaborative and supportive working environment and encourages a team culture of continuous self-development
• Effective communicator who can communicate complex issues in an easy-to-understand format and able to identify, establish and build strong relationships across a broad range of internal and external stakeholders
• Possess a ‘growth mindset’ and nimble learning agility to identifying and drive new thinking with strong business and financial acumen
• Analytical thinker with strong quantitative skills and demonstrated experience in developing actionable insights and ability to problem-solve resourcefully