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Urgent! SVP - Head of Service Delivery - Contact Center Job Opening In Singapore, Singapore – Now Hiring Citi
SVP - Head of Service Delivery - Contact Center
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SVP - Head of Service Delivery - Contact Center
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Citi
The SVP - Head of Service Delivery - Contact Center will lead and oversee all aspects of contact center operations, ensuring exceptional customer service delivery, operational efficiency, and compliance to regulatory guidelines.
This critical role is also responsible for conceptualizing, planning, and executing strategic initiatives to modernize and innovate the contact center's operations, uplifting overall customer experience.
This leader will drive significant, long‐term change to achieve strategic business objectives, foster a culture of continuous improvement, and ensure the contact center remains competitive and customer centric.
Responsibilities
Direct and manage all contact center operations, including inbound interactions (calls, email, chat), ensuring consistent achievement of performance metrics, Service Level Agreement (SLAs), and KPIs (e.g., TSF, AHT, FCR, RSAT etc.).
Implement and enforce operational policies, procedures, and best practices to optimize efficiency, effectiveness, and compliance.
Lead cross‐functional teams to re‐engineer processes, standardizing workflows and optimizing the end‐to‐end customer journey.
Champion a deeply customer‐centric culture, actively monitoring and analyzing customer feedback and service data to identify trends, pain points, and opportunities for both incremental and transformational service improvement.
Lead the end‐to‐end planning, design, and execution of large‐scale transformation programs (e.g., digital transformation, AI/automation integration, omnichannel expansion).
Identify, evaluate, and champion the adoption of innovative technologies such as AI, machine learning, NLP, RPA, and advanced analytics to significantly enhance contact center capabilities, efficiency, and customer interactions.
Collaborate with Tech and Digital technology teams to optimize current systems and integrate new platforms and tools effectively.
Establish and maintain robust quality assurance programs to ensure consistent service delivery and adherence to quality standards across all channels.
Ensure compliance with all relevant regulatory requirements, industry standards, and internal policies, proactively identifying and mitigating operational and transformation risks.
Manage the comprehensive contact center budget, ensuring cost‐effective operations while funding strategic transformation initiatives and optimizing resource allocation.
Generate regular, insightful reports on both operational performance and transformation progress, presenting data‐driven recommendations to senior leadership.
Lead, mentor, and motivate a large, diverse team of contact center managers, team leaders, and agents, fostering a high‐performance, agile, and adaptable work environment.
Oversee recruitment, comprehensive training, performance management, and career development for all contact center staff to ensure skill alignment with current and future strategic needs.
Qualifications
12+ years of progressive leadership experience in customer operations, with at least 7 years in a senior management role (e.g., Department head of Customer Service, Operations, Transformation, etc.).
Proven track record of successfully managing large, complex customer operation environments and leading large‐scale business or technology transformation programs within a customer service context.
Demonstrated expertise in improving customer satisfaction, operational efficiency, and achieving aggressive performance targets.
Strong understanding of current and emerging contact center technologies and trends (e.g., Telephony & IVR, Omni‐channel, Digital self‐service, GenAI, CTI, CRM, ACD, WFM).
Experience with Agile methodologies, program management principles, and change management frameworks.
Language proficiency in English and Mandarin to work with Mandarin speaking customers, internal and external stakeholders.
Education
Bachelor’s degree / University degree in business administration, operations management, process engineering, or related field.
Master's degree preferred.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.
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Unlock Your SVP Head Potential: Insight & Career Growth Guide
Real-time SVP Head Jobs Trends in Singapore, Singapore (Graphical Representation)
Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for SVP Head in Singapore, Singapore using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 4095 jobs in Singapore and 3792 jobs in Singapore. This comprehensive analysis highlights market share and opportunities for professionals in SVP Head roles. These dynamic trends provide a better understanding of the job market landscape in these regions.
Great news! Citi is currently hiring and seeking a SVP Head of Service Delivery Contact Center to join their team. Feel free to download the job details.
Wait no longer! Are you also interested in exploring similar jobs? Search now: SVP Head of Service Delivery Contact Center Jobs Singapore.
An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Citi adheres to the cultural norms as outlined by Expertini.
The fundamental ethical values are:The average salary range for a SVP Head of Service Delivery Contact Center Jobs Singapore varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.
Key qualifications for SVP Head of Service Delivery Contact Center typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.
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Before the Interview:To prepare for your SVP Head of Service Delivery Contact Center interview at Citi, research the company, understand the job requirements, and practice common interview questions.
Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the Citi's products or services and be prepared to discuss how you can contribute to their success.
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