About the team you are joining

Reporting to the Director, IATA Customer Service Center, a global function, the incumbent will be responsible for the Singapore CSC ensuring the development, continuous improvement and delivery of customer service/experience and the operational requirements via the utilization of the global CSC processes and technologies in order to deliver key customer service/customer experience outcomes for IATA customers. The role has significant levels of responsibility and accountability for operational delivery.

The Head of Customer Service Singapore will be responsible for identifying and developing all culture, process and performance improvements and efficiencies for the customer by leading/developing/coaching a high performing team, who deliver customer interactions across multiple channels (Telephone. Email. Online. Live Chat. Etc.).

What your day would be like

• Strategically lead and develop an operational team to enhance performance by setting clear accountable performance measures.
• Responsible for Singapore CSC Cost Centre/Budgets.
• Create a positive culture among the team that will enable the operational delivery which can achieve the business goals and objectives with regards to customer service.
• Improve NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
• Reduction of the cost to serve-Reduction of Contacts coming into the Singapore CSC by initiating and delivering the key process improvements.
• Empower and Engage the SIN CSC Management Team and the Customer Service Team.
• Enhance the First Call Resolution, CSAT, NPS, Interaction Quality and other key KPIs.
• Identify new tools and technologies to better serve the customer and contribute to the development of the global CSC working closely with CSC Strategy Team(Customer Experience).
• Use Customer Insight and Root Cause Analytics to identify companywide improvements and present these to the CSC Global Leadership Team and the Voice of the Customer Council.
• Act as a strong Voice of the Customer across the organization.
• Identifying and providing feedback through 1:1s, effective use of personal development plans and provision of coaching & development opportunities.
• Accountable for ensuring full regulatory compliance and legal requirements. Identification of any potential risk issues and acting on them working together with key business partners( PPD, Legal, Risk etc).
• Define, discuss and agree the effective utilization of resource in line with service specifications, working with, or being responsible for resource planning, training and development in conjunction with business objectives and service level agreements.
• Work effectively with all peers and the stakeholders across the organization.
• Continually develop operational improvements and provide direction to the CSC Singapore team in line with the customer service business objectives.
• Drive quality and consistency for the CSC Singapore Operations.
• Partner with CSC Strategy(CX) Team to optimise existing Client relationship depth through business planning and collaboration and help deliver increased revenue streams in line with business objectives.
• Cooperate with the Director, IATA Customer Service Center and the rest of the department heads into building and driving a customer centric organization.
• Be responsible for targets and projects achievement in a highly culturally diverse environment.
• Assist the Director, IATA Customer Service Center, with the rest of the Head of Departments, in managing and coordinating the office activities and initiatives.
• Be present in local Governance forums and attend key customers on matters related to CSC when required.
• Cooperate with the Director, IATA Customer Service Center and IATA Product and Services groups including ISS to maximize the revenue generation through the development and implementation of sales via service strategies for FDS products.
• Cooperate with the Director, IATA Customer Service Center in the implementation of key customer experience and other business initiatives.

We would love to hear from you if

• You have a university degree in a relevant discipline, advance studies would be an asset;
• 10+ years of relevant experience in front office departments;
• Proven ability to effectively lead and manage large front office teams is a must; strong leadership skills;
• Proven Management and/or relationship management experience at a senior, strategic level role;
• Established track record of high performance/leading a high performing team working with KPI's, SLA's, in a quality led, legislative compliant environment;
• Able to adapt and succeed in a changing environment;
• Able to interpret business intelligence and customer insights and develop and deliver service strategies to enable customer experience by engaging teams;Demonstrate ability to motivate and communicate with others at all levels;
• Proven ability to proactively turn stressful and challenging circumstances into positive outcomes for the team and for the business;
• Strategic and innovative thinking; proven track record of innovation and continuous process improvements in customer service;
• Strong strategic and customer focus with a clear understanding of the wider issues impacting the relevant customer segments and business challenges;
• In-depth first-hand knowledge of the cutting edge, innovative approaches and best practices in the area of customer service and care;
• Strong CRM knowledge;
• Ability to communicate effectively with internal/ external stakeholders at all levels from different cultures and background; ability to speak in public;
• Initiative and ability to perform under pressure; structured, delivery-oriented approach;
• Proficiency with MS Office and other IT related matters;
• Fluency in English;
• Ability to work in partnership;
• Availability to travel.