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.

Requirements
  • 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 eve.lee@peopleprofilers.com 

People Profilers Pte Ltd, 11 Collyer Quay #13-01 Singapore 049317 Tel:  69509744
http://www.peopleprofilers.com
Lee Yi Yin, Eve
EA License Number: 02C4944
Registration Number: R1111373
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  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