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Urgent! Head of Customer Success Job Opening In Singapore, Singapore – Now Hiring SGB

Head of Customer Success



Job description

The Head of Customer Success will be a foundational leader, responsible for defining, building, and executing the end-to-end customer success strategy from the ground up.

This highly entrepreneurial role requires extensive hands-on experience in process design, system implementation, and team leadership, with a strong focus on delivering a seamless, high-quality experience for all clients engaging with our banking products and services.

Responsibilities

Strategic Process, System & Workflow Design

  • Spearhead the design and implementation of the entire Customer Success journey, including defining and optimizing processes to efficiently handle customer inquiries, inputs, feedback, and complaints across all channels.

  • Develop, implement, and maintain comprehensive Standard Operating Procedures (SOPs), detailed workflows, and the underlying systems for all customer service operations, ensuring consistency and adherence to regulatory standards from inception.

  • Drive continuous process and system improvements by identifying recurring systemic issues and suggesting strategic solutions to enhance the overall customer experience (CX) and operational efficiency.

Customer Management & Resolution

  • Oversee and, when necessary, directly manage complex customer inquiries across multiple channels with the utmost professionalism and efficiency.

  • Provide expert and accurate information on banking products, services, and transactions.

  • Investigate and resolve highly complex customer issues, including critical transaction-related matters, and strategically escalate critical cases to internal teams when necessary, driving resolution.

  • Establish and monitor all customer feedback and service metrics, ensuring that issues are addressed proactively and within defined quality standards, and using data to inform strategic improvements.

  • Collaborate effectively with internal teams (Operations, Compliance, Product, and Technology) at a strategic level to resolve customer concerns quickly and effectively, influencing cross-functional initiatives.

  • Build, lead, mentor, and train a high-performing customer service team, establishing best practices and ensuring a uniform standard of service as the team scales.

  • Foster a culture of customer advocacy, continuous learning, and innovation within the team, empowering them to deliver exceptional service.

Compliance & Reporting

  • Establish and maintain accurate and complete records of all customer interactions and resolutions in accordance with company policies and all relevant regulatory requirements, designing the frameworks for compliance.

  • Generate and analyze regular reports on customer service performance, identifying trends, pain points, and strategic opportunities for service enhancement and growth.

Qualifications

  • Degree in Business Administration, or related fields.

  • 8-10 years of progressive experience in customer service or customer success leadership, with a significant portion within the banking or fintech industries.

  • Proven hands-on experience in building and scaling customer success processes, systems, and teams from the ground up.

  • Deep understanding of digital banking products, common transaction processes, and relevant industry technologies.

  • Excellent communication skills in both English and Mandarin, with the ability to handle complex customer interactions and documentation in both languages, and effectively communicate with senior stakeholders.

  • Highly customer-oriented with strong problem-solving, analytical, and conflict-resolution skills.

  • Ability to thrive and lead effectively in a fast-paced, digital-first, and evolving environment.

  • In-depth familiarity with banking regulations and compliance requirements is essential.

Seniority

  • Mid-Senior level

Employment type

  • Full-time

Job function

  • Customer Service
  • Industries: Banking

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Required Skill Profession

Sales Support



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