Executive, Service Excellence - #1123166

Drive service excellence through case management and resolution

• Manage all service touchpoints in accordance with defined service levels in attending to customer feedback, complaints, enquires or compliments

• Manage MP letters (non-cabinet ministers), in charge of escalations to CEO, and handle regulatory cases (e.g. SSG).

• Investigate and resolve cases ensuring quality, timeliness and regulatory compliance

• Timely and accurately recording and updating cases into systems.

• Collaborate with all cross-functional teams to ensure case closure.

Conduct investigation on service gaps

• Identify operational errors and service gaps in the customer experience journey

• Contribute to process improvements improving customer experience across depts

• Facilitate cross-functions root cause investigations on service gaps.

• Review success of all agreed containment and corrective actions.

Perform data analysis and maintain any dashboards

• Analyse data to support service improvements (not limited to): iNRPS,Compliment/Complaint ratio. PDPA cases , MP letters and turnaround time and Customer feedback

• Process PCE and TRAQOM verbatim analysis and service quality insights.

• Identify areas for improvement in our processes.

Support Human Resource and Finance

• Support and train new joiners on the role.

• Support Head of Service Excellence on annual financial budgeting exercise.

Procurement and vendor management

• Raise dept. payments or claims through the financial systems.

• Escalate non-compliance or SLA violations of vendors supporting the dept.

• Support Head of Service Excellence to review vendor performance and selection.

Manage stakeholders

• Handle enquiries and feedback from internal customers

• Establish long-term stakeholder relationships and smooth follow-ups or hand-offs with different departments

Requirements

5-Day work week

Hybrid work arrangement after first month (First month is OJT training - F2F)

Reports to Head of Service Excellence

Other Preferred Attributes:

• Excellent communication skills, both written and verbal (As the candidate will be required to manage customer feedback from Mandarin-speaking customers, proficiency in spoken Mandarin is preferred)

• Strong problem-solving and conflict resolution abilities

• Proficient in Microsoft Office (eg. Word, Excel & PowerPoint)

• Ability to work under pressure

• Strong organizational skills and attentive to details

• Has a creative flair, resourceful and ability to think outside of the box

• Meticulous, detailed and strong in process administration

• Customer-centric mindset and enjoys customer service

• A good team player who can work well within own team and cross-functionally

• Patient and empathetic

• Experience in counter service, call centre, project management in customer centric initiatives, and developing best practices