Singapore, Singapore

Director, Service Culture & Training

 Job Description:

Job Duties
  • Shapes and drives a uniquely service culture for the delivery of Incredible frontline Care. 
  • Systems and Policies
  • Directs and oversees all aspects of customer service policies, objectives, and initiatives.
  • Develop service level standards for different customer segments.
  • Establish recruitment and rewards and recognition matrixes that supports delivery of excellent service standards.
  • Ensure systems are in place and are utilised to capture and report service metrics, including customer feedback or trends in product or service issues.
  • Oversee Operations and Resource Planning
  • Training
  • Conducts internal and external analysis to identify and define present and future service training needs.
  • Ensures that service programs and initiatives are consistent with the business overall strategies, objectives, and needs.
  • Plans, organizes, and leads service training programs, ensuring proper execution at all levels of the businesses.
  • Evaluate the effectiveness of the service training programmes and maintain training metrics.
  • Mentor and motivate departments towards achieving Key Service Targets and Outcomes.

  • Master’s degree in Business, or any other related field; an equivalent of the same in working experience is also acceptable.
  • At least 15 years in working experience, at a senior position, leading organisational-wide service and culture transformation.
  • Strong strategic and customer focus, and the ability to translate institution goals to frontline service touch-points. 
  • Demonstrate extensive experience in content creation, and successful development of ongoing service development programs.
  • Demonstrate ability to motivate and communicate with others, at all levels.
  • Able to navigate and thrive in a fluid environment
  • Highly proficient in the creation of visually engaging training materials and reports for senior management and key stakeholders
  • Attained substantial track records in leading service excellence programmes with excellent outcomes.
All Successful candidates can expect a very competitive remuneration package and a comprehensive range of benefits.
We regret that only shortlisted candidates will be notified

Please email resume (in MS word format) to 

People Profilers Pte Ltd, 11 Collyer Quay #13-01 Singapore 049317 Tel:  69509744
Lee Yi Yin, Eve
EA License Number: 02C4944
Registration Number: R1111373
Please be informed that the personal data you provided by way of your job application to People Profilers will be collected, used and disclosed by or on behalf of People Profilers to determine or investigate your suitability, eligibility or qualifications for employment with People Profilers and/or its’ Clients and manage your application for employment with People Profilers and/or its’ clients, including identifying you as a potential candidate for future suitable positions and/or notifying you of any such positions, either existing or in the future.

  Required Skills:

Rewards Remuneration Working Experience Programmes Operations Training Programs Resume Metrics Analysis Registration LTD MS Word Records Materials Email Customer Service Planning Business Training Management