Customer Success Manager - D09 Cairnhill, Orchard, River Valley, SG

Roles & Responsibilities

OVERVIEW

The Customer Success Manager will be responsible for defining and executing the end-to-end customer service strategy. This role requires a strong focus on process excellence, team leadership, and ensuring a seamless, high-quality experience for all clients engaging with our banking products and services.

KEY RESPONSIBILITIES

1. Strategic Process & Workflow Design

• Own the entire Customer Service journey, including defining and running processes to efficiently handle customer inquiries, inputs, feedback, and complaints across all channels.
• Develop, implement, and maintain comprehensive Standard Operating Procedures (SOPs) and detailed workflows for all customer service operations, ensuring consistency and adherence to regulatory standards.
• Support continuous process improvements by identifying recurring systemic issues and suggesting strategic solutions to enhance the overall customer experience (CX).

2. Customer Management & Resolution

3. Team Leadership & Development

4. Compliance & Reporting

REQUIREMENTS

Tell employers what skills you have

Excellent Communication Skills

Customer Experience

Administration

Compliance

Communication Skills

Banking

Customer Satisfaction

Regulatory Requirements

Customer Service

Customer Service Experience