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Open nowPosted 22 days ago

Manager, Service Quality Management, Contact Center

MyCareersFuture94,028 open roles

Pay
SGD 5,000 – SGD 6,500 a month
Where
Central, Singapore
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Your applicationOpen nowManager, Service Quality Management, Contact CenterMyCareersFuture · Central, Singapore

  1. YouYes, apply to this one.

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  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on MyCareersFuture's own form.

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The clock on this job

Early applications get read.

7.7% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.3%3 days
  3. 7.7%7 days
  4. 14.0%14 days
  5. 33.7%30 days
This job: posted 22 days ago

The posting

Job Description

Case Management

  • Act as the primary point of contact for all intra- and inter-departmental customer feedback and complaints, coordinating with relevant stakeholders to identify root causes and determine appropriate resolutions.
  • Ensure timely handling and resolution of customer issues, with proactive follow-ups to maintain accountability and stakeholder alignment.
  • Deliver professional customer engagement and effective service recovery, ensuring a positive customer experience even in escalated cases.

Data Analysis & Business Intelligence

  • Manage the full lifecycle of data processes, including extraction, validation, analysis, and reporting, ensuring accuracy, integrity, and timeliness.
  • Perform in-depth analysis of customer feedback and operational data to identify trends, patterns, and service gaps. Prepare and manage reports for management awareness and oversight.
  • Provide actionable insights and business intelligence to support decision-making across the Contact Centre and the Bank.
  • Service Improvement & Process Optimisation
  • Collate and synthesise insights from complaints and data to identify systemic issues and opportunities for improvement.
  • Recommend and support implementation of process, system, or product improvements to enhance service quality and reduce complaints.
  • Drive continuous improvement initiatives, including automation and adoption of advanced analytics or AI capabilities where applicable.

Stakeholder & Data Governance

  • Partner closely with business and support units to ensure alignment on service quality initiatives and data-driven strategies.
  • Maintain high standards of data quality, governance, and compliance through proper validation, cleansing, and controls.

Job requirement:

  • Minimum 5 years of experience in Service Quality, ideally in Contact Center environment.
  • Good knowledge in banking/cards process, products and systems.
  • Good written and spoken communication skills in English, with the ability to influence and persuade BU/SH and customers.
  • Possess excellent telephone, strong interpersonal skills, resourceful and able to work independently and also as a team.
  • A strong customer service mindset with good communication and problem solving skills to represent the Bank to customers and general public.
  • Ability to rapidly assimilate complex information and make expert judgments/decisions under pressure in complex situations.
  • High level of accuracy and attention to detail.
  • Personal resilience and ability to perform effectively in a pressurized environment with a positive “can do” and “willing to learn” attitude.
  • Have a good problem solving mindset when handling complaints
  • Highly motivated self-starter with initiative and showcases strong completer/finisher skills.
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