This leading organisation is looking for a Senior Manager, Service System Optimization to join their Global team in Singapore.
Reporting to the Head, Global Customer Service, this role acts as the primary Business Lead, providing critical Customer Service frontline business needs and inputs into all system development projects that impact customer service delivery and transaction quality. Defining and proposing key business initiatives related to service systems. Overseeing the comprehensive gathering and documentation of business requirements for system enhancements and new developments. You will provide clear Success Criteria inputs from a Global Customer Service perspective for all system development initiatives, ensuring that business outcomes are achieved. You will lead the definition and standardization of functionality and enhancement needs across all RHQs for the Service Cloud platform, ensuring consistency and efficiency and serve as the single point of contact for Customer Service related to system development projects, spanning from conceptualization and requirements gathering through build completion, User Acceptance Testing (UAT), pilot programs, and launch plans.
Requirements
- Master’s or Bachelor’s Degree in Science, Engineering, IT, Business, Logistics, or a related field
- Minimum 10 years of experience in customer service related systems or support, preferably in the shipping or logistics industry.
- Good understanding of core shipping systems, processes and CRM systems
- Excellent communication and collaboration ability
- Strong solutioning skills and ability to work with diverse stakeholders.
- Proven leadership experience working with global teams and service mindset
- Strong understanding of Requirements gathering
- Knowledge of CRM and shipping backbone systems
- Stakeholder management skills
- Excellent communications & presentation skills
- Multi-tasking ability & comfortable with flexible workhours
- High drive and result-orientation