Executive / Senior Executive, Service Transformation

Brief Summary:

• Lead service excellence initiatives that strengthen service quality, improve customer experience, and standardise practices across business units. Drive service recovery, performance analysis, capability development, and continuous improvement from assessment through implementation.

Responsibilities

• Coordinate cross-functional initiatives to ensure consistent implementation and alignment across business units. Lead service transformation projects by applying Kaizen and continuous improvement methodologies. Use technology, digital tools, and artificial intelligence-enabled solutions to streamline processes and support service enhancements. Manage service recovery cases from initial investigation and resolution through corrective action and closure. Act as the primary point of contact for customer-facing service recovery matters. Develop, review, and update Standard Operating Procedures to support clear and consistent service delivery. Plan and support structured training programmes to address performance gaps and strengthen service capabilities. Design, conduct, and analyse service surveys and other feedback channels to identify actionable insights. Monitor and interpret service performance data, including customer feedback, application inputs, complaints, compliments, and online insights. Facilitate focus groups and structured feedback sessions with customers and service partners to identify pain points and develop improvement solutions. Identify trends, systemic gaps, and opportunities for improvement, and recommend targeted interventions. Maintain accurate service performance dashboards and supporting records. Collaborate with internal stakeholders to align service standards, training programmes, and relevant best practices. Prepare monthly reports on service performance indicators, initiatives, and improvement outcomes. Perform other duties reasonably assigned in support of service excellence objectives.

Requirements

• Degree or equivalent qualification. At least two years of experience in service-related roles. Demonstrated experience in managing service recovery, complaints, and service improvement initiatives. Ability to analyse data, identify trends, and translate findings into practical actions. Proven ability to coordinate projects across multiple teams and engage senior stakeholders. Structured, hands-on approach with the ability to manage initiatives from planning through completion. Strong reporting and presentation skills. Ability to work effectively in a fast-paced and changing environment.