Executive / Senior Executive, Service Transformation

Responsibilities

Service Transformation

• Lead and support group‑wide service excellence initiatives to uplift and standardise service delivery across all business units.
• Apply Kaizen and continuous improvement methodologies to enhance service processes, outcomes, and customer experience.
• Strong curiosity and initiative in using technology, digital tools, and AI‑enabled solutions to drive service excellence, streamline processes, and support transformation initiatives.

Service Standards and Training

• Drive service quality improvements through structured training programmes, SOP reinforcement, and capability development initiatives.
• Review, develop, and update service SOPs to ensure relevance, clarity, and consistent application.
• Support rollout of training interventions to address performance gaps and uplift service capability.

Service Performance Monitoring

• Design, conduct, and analyse service surveys and other feedback channels to gather actionable insights on customer experience and service quality.
• Track, analyse, and interpret service performance metrics, including customer feedback, app inputs, social media insights, complaints, and compliments.
• Organise and facilitate focus groups and structured feedback sessions with customers and service partners to identify pain points and co‑create improvement solutions.
• Identify trends, systemic gaps, and improvement opportunities, and recommend targeted interventions.
• Maintain accurate service performance dashboards and records.

Service Recovery and Case Management

• Serve as the primary client-facing point of contact for all service recovery issues, managing service lapses end‑to‑end from investigation and recovery through to corrective actions and closure.

Stakeholder Coordination

• Work closely with SMRT corporate HQ to align on training programmes, service standards and adopt best practices
• Coordinate cross‑functional efforts to ensure effective implementation and alignment across business units

Reporting and Governance

• Deliver monthly reports on service KPIs, initiatives, and improvement outcomes to stakeholders
• Perform any other ad hoc duties as assigned