Client Experience Manager - Singapore - HYPERSCAL SOLUTIONS PTE. LTD.

HYPERSCAL SOLUTIONS PTE. LTD. Singapore

2 days ago

Description

Roles & Responsibilities

COMPANY DESCRIPTION

THKMC was founded in 2011 to provide social and welfare services to the community and achieved the status of Institute of Public Character (IPC) in the same year. The organization serves over 70,000 beneficiaries through various programs under five Services: Disability, Early Intervention for Children, Family, Seniors' Community, and Therapy.

RESPONSIBILITIES

Job Overview:

We are looking for a proactive and motivated Client Centric Service Manager to lead our team in improving service delivery. The role involves promoting a client-focused culture, ensuring all teams prioritize clients in program and service design, and implementing effective client-centric training programs and feedback systems for exceptional client experience and satisfaction.

Key Responsibilities:

Operationalizing Client-Centric Initiatives:

Encourage a client-centric mindset across all departments.
Collaborate with service units to enhance client-centric practices and anticipate future needs.
Promote teamwork to prioritize client satisfaction.
Lead efforts in improving service delivery and client satisfaction.

Establishing Client Feedback Systems:

Set up sustainable feedback systems to measure client satisfaction.
Ensure timely resolution of client concerns.
Analyze feedback data to enhance the client experience.
Assist in managing complex client feedback effectively for service recovery.

Empowering the THK team in Client Centric Service

Develop client-centric training modules for all staff.
Provide ongoing training to keep staff updated on best practices.

Establishing Performance Metrics:

Define and track KPIs related to client satisfaction.
Report on performance metrics to senior management.

Continuous Improvement:

Lead initiatives for service improvement based on feedback and benchmarks.
Implement strategies to enhance the overall client experience.

QUALIFICATIONS

Bachelor's degree in Business Administration, Marketing, Communications, or related field. A Master's degree is a plus.
Minimum 5 years of experience in client service or service quality roles.
Experience in driving customer experience initiatives or healthcare/social service sectors is advantageous.

ATTRIBUTES AND COMPETENCIES

Client-focused with a passion for exceptional service.
Strategic thinker with the ability to align service initiatives with company goals.
Well-organized, meticulous, and resourceful.
Analytical mindset to implement data-driven strategies.
Strong leadership, communication, and interpersonal skills.
Excellent facilitation and presentation skills.
Ability to work independently and in a team under pressure.

You'll be contacted by the employer, Thye Hua Kwan Moral Charities, upon application submission.

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