A global Financial Services provider are currently seeking a talented indivdual to lead an ambitious contact centre transformation programme across APAC
The Role
- The Transformation lead (APAC) is responsible for the leadership, service excellence, and ops support for the consumer business
- Building the operations target model strategy for APAC and executing the plan
- Delivering a cost efficient excellent service across customer contact, using data to demonstrate measurable improvements over time
Key Responsibilities:
Operatons Business management
- Develop and own the operational strategy for the consumer business.
- Map customer journeys and use process automation, digisation as key levers to improve the end to end flows
- Positively challenge the status quo and contantly improve the service levels/model
BAU delivery
- Handle omni channel customer complaints and feedback loops
- Maintain excellent service delivery regionally
- Adhere to governance frameworks and improve CX metrics and operational KPI's consistently
Wider business focus
- Share successes across the wider regional team, and be responsible for sharing good news & learning through all internal channels
- Build strong interpersonal relationships with key stakeholders in underwriting/distribution/support functions to drive collaborative win win outcomes
Argyll Scott Singapore Pte Ltd
EA License No. 16S8105
Lockwood Jason Ian
EA Reg No: R1550599