Total 573 senior manager job vacancies in Customer Service category in D21 Upper Bukit Timah, Clementi Park, Ulu Pandan

About the team you are joining

IATA’s Business Intelligence Services are the focal point and driving force for data management and global BI services for the aviation industry. The team is comprised of aviation industry experts, data management and analytic professionals. One of the four verticals within the IATA BIS department focuses on Passenger Traffic & Sales.

This business unit places a strong emphasis on customer service and training: making sure all customer requests are addressed promptly and in a timely fashion, collaborating with vendors to get feedback for advanced inquiries. In addition, successful training of new product joiners is also part of this role.

The Senior Manager, Customer Success reports to the Head, Passenger Traffic & Sales BI. This position is striving for exceptional customer service and excels in training new product joiners.

What your day would be like

• Customer onboarding and training: lead a team responsible for delivering product training as part of the contract deliverables to maximize the value users are getting form the products they subscribed to.
• Customer education and support: supervise a team answering L2 and L3 customer inquiries aligned with IATA customer service process.
• Triaging customer requests, engaging the right entity / team as required and developing FAQs that might help other users.
• Identifying common requests and developing routine regional webinars to address those requests proactively.
• Feedback collection: gather and document customers' feedback and concerns, and feature requests that will be used as a base line for product developments and items for discussion during Product forums.
• Managing a team of 2 BI Experts addressing all customer product requests and inquiries.
• Working closely with the product owners, other BI experts to address the priority of enhancements and fixes with Vendors.
• Conducting regular calls with top tier customers and developing customer success planning, including milestones, tracking progress.

We would love to hear from you if you meet the following criteria

• A relevant university qualification, coupled with a minimum of 10 years of pertinent experience.
• Strong air transportation knowledge especially in the passenger side and solid business intelligence experience required.
• Solid capability in conducting in-depth data analysis, and regression analysis, especially on passenger dataset.
• Strong analytical and problem-solving skills including able to identify, analyze and resolve issues with a strong sense of urgency and attention to details.
• Excellent communications skills, being a frontliners with customers inquiries.
• Highly autonomous and organized skills, ability to work on complex tasks under minimal supervision.
• Team player and strong sense of ownership.
• Ability to work under pressure with strict deadlines.

We are searching for an experienced and talented Senior Client Services Manager, to work for an outstanding design agency.

Specialising in FMCG – they would ideally like someone who has experience in FMCG client management and has worked with global brands. However, this is not essential.

This agency produce incredibly work, and are therefore looking for someone who takes pride in their work with passion.

Packaging design experience is ideal but not essential!

In this role, you’ll be responsible for:

• The day to day running of projects, whilst building a strong relationship with your direct clients.
• Attending and organising client meetings.
• Creating and leading presentations, with creativity.
• Building long term partnerships.
• Managing the delivery of projects.

We are looking for :

• A minimum of 3 years’ experience in client management.
• The ability to build strong relationships.
• Excellent interpersonal skills.
• Resourceful and capable in identifying new opportunities with client relationships.
• The ability to multi task across projects.
• Demonstrate a clear understanding of the design industry.

If this sounds like you, we would love to talk further!

Reg No.: ( 11C4388 ) | EA License No.: R1326872

We Are Aspire is acting as an Employment Agency in relation to this vacancy.

Please attach your CV for consideration, and we look forward to hearing from you.

Job Requirements

• Candidate must possess at least a Bachelor's Degree or Professional Degree in Engineering (Mechanical)/Computer Engineering/Physics/ Applied Science/ Mechatronics or equivalent.
• Applicants must be able to travel in Singapore and SEA, as per assign by Superior.
• Strong analytical and problem-solving skills, willing to learn and work hard.
• Able to work independently.
• Team player and ability to work within multiracial environment
• Possess strong oral, written and interpersonal skills.
• Possess teamwork spirit and positive attitude.
• Good and positive work attitude, self-motivated with ability to work independently and in team environment.
• Semiconductor working experience in similar position is preferable.
• Fresh graduates with good academic record are encouraged to apply.
• Must possess own transport.
• Microsoft Office, Excel & Power Point skills

Job Descriptions

• Set up and commission new machine installations at customer’s side.
• Provide technical feedback and failure analysis to R&D and Engineering Dept.
• To monitor and track major projects and perform technical presentations to customers if necessary.
• Able to answer technical question and provide recommendations or solutions for application of machines at customers’ sites.
• Report faults in a timely manner to your reporting superior.
• Understand customer requirements and able to perform data mining and analysis to provide recommendations for improvement.
• Works on problems of diverse scope where data analysis is required evaluation of identifiable factors.
• Requires working closely with R&D, Engineering and Application team for complex issue investigation and solution implementation.
• Develop knowledge-based repository for FAQs and documentation.
• Undertake other duties and responsibilities, which may be assigned by the Company from time to time with on time full closure.

About The Role

The XM Success Team is at the heart of Qualtrics. From the initial onboarding to ongoing adoption, we assist customers throughout their lifecycle, helping them unlock the most value from our products and services. We understand their goals and, as trusted advisors, will help them deliver on their business objectives and recommend solutions to the challenges they face. We are looking for scrappy individuals to join our team and have a huge impact on customer retention and expansion. We have impressive members on this team, and are always looking for more amazing talent!

Responsibilities

• Serve as the long-term customer relationship manager and product expert to mature, renew, and expand XM programs throughout the life of the partnership
• Work with customers to define and document stakeholder’s business requirements, understand key business challenges and develop the customer’s vision into a value-based solution.
• Develop and leverage deep Qualtrics product knowledge to drive customer program maturity, platform adoption, and expansion opportunities. You’ll be enabled to demo and shape foundational components of an XM program to best assist your customers
• Build and maintain multi-level client stakeholder relationships to ensure customer health and to drive expansion within existing accounts as program needs mature from the delivery of our key offerings.
• Provide polished and timely client communication and responsive follow-through on all issues, actions, and escalations.
• Develop and implement standard XM methodologies across a variety of use cases and industry verticals
• Partner closely with Account Executives to build account plans and strategies to accelerate growth and XM maturation
• Prepare content that educates users on how to fully utilize the platform and understand what to expect from our product roadmap
• Champion customer needs internally and mobilize other Qualtrics resources to to maximize customer impact
• Develop cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among our customers
• Plan, negotiate, and execute the renewal strategy at your accounts
• Monitor Customer Health Metrics and take action to mitigate risk and capitalize on opportunities

Qualifications

• Bachelor’s degree with 4-6 years of experience in a management consulting, CX, CS or technical account management role
• Strong communication skills including written, analytical, presentation and verbal (English - Must, Foreign Language - Plus) with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Track record of success in building customer relationships at multiple levels of a clients’ organization
• Proven experience leveraging industry best practices, program operationalization, insight driven suggestions to mature Customer facing programs
• Technical understanding of data integrations
• Experience with data analytics & visualizations
• Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
• Passion for solving customer challenges coupled with a commitment to customer experience and satisfaction
• Ability to properly explain technical tasks to non-technical stakeholders
• Business travel is required – Asia region.

Please apply online at: https://www.qualtrics.com/careers/us/en/job/5852276/Senior-Customer-Success-Consultant-SEA

Job Description & Requirements

Primary Purpose

This position provides the desktop support for the first contact point for customers, you will be responsible to provide prompt assistance to customers, addressing a range of IT topics and issues. Besides, you will ensure that software, licenses and operations comply with standards.

Responsibilities

· Ability to guide the team and resolve incident escalated by Desktop Support Engineers in confirming the validity of the problem and seeking and researching for known solutions related to these more complex issues.

· Performed Desktop Support services to users

· This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when necessary to maintain customer satisfaction and SLA expectations.

· Perform imaging/re-imaging

· Perform asset inventories

· Perform technical escalation to 3rd party vendor or resolver groups (where appropriate)

· Updates Incident records

· Creates and updates work instructions (where necessary)

· Document standards and procedures (where necessary)

Requirement

· Min. ITE/Diploma graduate with 3 years experience in desktop support

· Min 3 years experience in Microsoft Windows 10 and Microsoft Office 365

· Clear Spoken & Written English.

· possess at least one (1) of the following certifications or their equivalent:

• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Microsoft Certified: Azure Administrator Associate; and
• Microsoft Certified: Azure Security Engineer Associate.

· Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages

· Demonstrate knowledge in the support of workstations, and related components

· Good verbal and written communication skills

· Good coordination skills

· Ability to prioritize effectively and work with a sense of urgency

· Effectively communicates with teammates and managers

Nestled in the heart of Tengah Forest Town, the new Tengah General and Community Hospitals will be an exciting and innovative health campus providing a comprehensive range of clinical specialties and healthcare services including emergency, inpatient, rehabilitative and outpatient specialist care.

As part of National University Health System (NUHS) cluster, this state-of-the-art facility is slated to be ready by early 2030s.

Intricately connected with the surrounding community, Tengah Health Campus offers you the opportunity to create a healthcare facility of the future, tightly integrated with the residents and nature. As a people-focused organisation, we believe in respect and recognition. By harnessing the passion and strength of our team and putting them at the core of our culture, we create a nurturing environment to excel and deliver fulfilling care.

Be part of our groundbreaking team to bring our vision to life – a hospital in a forest, and a healing oasis within the hospital. Join #TeamTengah #TengahHealthCampus

Senior Manager/Assistant Director, Clinical Service Planning and Governance

Job Function: Administration

Institution: Tengah Health Campus

Key responsibilities:

The Assistant Director/ Senior Manager will be responsible for the overall functions of the clinical governance and quality assurance of Tengah General and Community Hospitals. In this role, you shall oversee the management of quality improvement training and programmes, review and update relevant strategies, policies and procedures, regulatory compliance, and accreditation.

1. Support the hospital Chairman, Medical Board in the strategic and clinical planning process including conducting Horizon Scanning, SWOT Analysis, Collaborative Benchmarking to establish and define the Medical Strategy and Clinical Service Plan, New models of care, patient journeys and care access.
2. Support in the establishment, translation the hospitals Key Focus Areas and Identified Strategic Initiatives, in collaboration with Clinical Heads, Clinical Directors and Chairs of Clinical Committees.
3. Lead the patient safety hospital planning workstream and support other hospital planning workstreams as required.
4. Interface with clinical teams and support departments to define and set up work processes in the new hospitals to ensure that operational and patient flow is optimized within the clinical service’s philosophy.
5. Work closely with clinical teams (Doctors, Nurses and Allied Health Professionals) on establishing required initiatives for clinical governance and performance monitoring.
6. Design and formulate Clinical Governance Frameworks that will ensure accountability, uphold patient safety standards, and advance clinical quality in the Standards of Care.
7. Ensure the hospital meets MOH licensing requirements and MOH ESS Standards and oversee the hospital licensing application and process.
8. Develop the hospital quality improvement and quality assurance framework and to build up hospital capabilities in QI .
9. Coordinate and support credentialing of specific and core clinical privileges.
10. Coordinate clinical quality activities and ensure that clinical forms and processes are in accordance to standards.
11. Support clinicians’ training administratively and provide logistic support for in-house courses and workshops.
12. Co-ordinate cross-cluster QI and patient safety related activities. Work closely with other divisions of Medical Affairs to ensure safe practices. Prepare papers for presentation at various Committees at hospital and cluster level.
13. Any other tasks which may be assigned from time to time.

Job Requirements:

• Basic degree from a recognized institution. A degree in Healthcare, Business Management or in STEM (Science, Technology, Engineering and Mathematics) is preferred.
• At least 15 years of relevant working experience, with experience in secretariat and project coordination works; Candidate with more experience can be considered for a senior position.
• Excellent analytical, communication and problem-solving skills.
• Possess practical knowledge of hospital operations and clinical processes to identify innovative opportunities.
• Expertise in quality improvement tools.
• Exceptional interpersonal and people management skills; and Positive, motivated, and able to perform under pressure.

Service Manager
$6000-$7000 + AWS + VB
5 Days (Mon-Fri) ; (2 days WFH after 6 months Probation)
830am-530pm
Marymount


Responsibilities

• Accountable for and lead the local Technology Service team and After Sales service operations.
• Coordinate the local service team tasks and resource allocation (projects and service)
• Collaborate closely with market area sales team and other units in line with the global Service Strategy initiatives to implement appropriate longterm strategies.
• Report of service activities to line manager and present during global service team meetings
• Capable of identifying and implementing business opportunities: Sales and Service-related opportunities for service agreements, spare parts agreements, digital service agreements, field service agreements, organize meetings with potential customers, etc.
• Develop long-term relationships and understanding of the unique needs of customer's operations to successfully maximize the entire life cycle of company’s equipment.
• Operational developments and management of the supply chain for the Service business.
• Actively identify and promote spare parts for customer's needs and support to prepare quotations.
• Support Project Managers with project executions
• Assist with customer enquiries efficiently and provide professional customer service.
• Follow up on customer satisfaction related to all services, evaluate, and analyze feedback and report to HQ.
• All other duties as assigned.

Requirements

• Bachelor’s degree or relevant experience in Engineering, After Sales Service or Business Development
• At least 5 years’ experience in global supply chain management or management of Service business
• A proven track record in mechanical engineering, especially in plywood or other wood processing industries would be an advantage.
• Proficient in the use of Microsoft Office, AutoCAD, or similar designing application experience
• Willingness to travel globally.

Lim Jun Yao

Reg No.: R1989028

The Supreme HR Advisory Pte Ltd

EA No.: 14C7279

$6000-$7000 + AWS + VB
5 Days (Mon-Fri) ; (2 days WFH after 6 months Probation)
830am-530pm
Jln Pemimpin (Marymount)

Requirements

• Bachelor’s degree or relevant experience in Engineering, After Sales Service or Business Development
• At least 5 years’ experience in global supply chain management or management of Service business
• A proven track record in mechanical engineering, especially in plywood or other wood processing industries would be an advantage.
• Proficient in the use of Microsoft Office, AutoCAD, or similar designing application experience
• Willingness to travel globally.
  
  
  Responsibilities
• Accountable for and lead the local Technology Service team and After Sales service operations.
• Coordinate the local service team tasks and resource allocation (projects and service)
• Collaborate closely with market area sales team and other units in line with the global Service Strategy initiatives to implement appropriate longterm strategies.
• Report of service activities to line manager and present during global service team meetings
• Capable of identifying and implementing business opportunities: Sales and Service-related opportunities for service agreements, spare parts agreements, digital service agreements, field service agreements, organize meetings with potential customers, etc.
• Develop long-term relationships and understanding of the unique needs of customer's operations to successfully maximize the entire life cycle of company’s equipment.
• Operational developments and management of the supply chain for the Service business.
• Actively identify and promote spare parts for customer's needs and support to prepare quotations.
• Support Project Managers with project executions
• Assist with customer enquiries efficiently and provide professional customer service.
• Follow up on customer satisfaction related to all services, evaluate, and analyze feedback and report to HQ.
• All other duties as assigned.

Chin See Min Reg No. : R22107450

The Supreme HR Advisory Pte Ltd EA No. : 14C7279

Responsibilities

• Overseeing and managing the team’s day-to-day operations
• Review and streamline work processes for greater effectiveness and efficiency
• Provide guidance and direction in the management, planning, organising, coordinating and operational processes of the department.
• Develop, mentor and guide staff with good leadership and ensuring succession planning
• Ensure proper implementation of company’s system, policies and procedures
• Ad hoc duties as assigned by the senior management

Qualifications & Work Experience

• Working Experience in the Automotive Industry would be advantageous
• Diploma in any Mechanical or Engineering disciplines, Business Administration or relevant subjects with a minimum of 3 years’ experience in service operations and technical analysis.

Skills

• Proficient with Microsoft Office (i.e. Word, Excel, etc)
• Customer Service-oriented

You are expected to collaborate with Tokyo HQ, Department Heads of IT and local IT staff at offices and subsidiaries in Asia-Oceania region. The roles include but not limited to the followings:

· Collaborate effectively with various colleagues within the IT department at Tokyo HQ, as well as with local staff in offices and subsidiaries across the Asia-Oceania region.

· Manage regional rollouts of IT initiatives, including digitalization projects (generative AI, business intelligence tool, etc.), ensuring on target delivery.

· Assist in improving IT implementations within the region, as well as attending to requests for advice from entities in the region.

· Review each local offices’ own IT projects, provide advice and support to ensure success of them.

· In response to subsidiaries' requests, provide IT knowledge and support work for solving problems.

· Effectively handle all written communications including the preparation of technical documentation such as policies, project plans, and reports in Japanese and English. Ensure comprehensive understanding and management of written instructions and project documents to address gaps and drive project success.

· Conduct IT seminars (security awareness improvement, digitalization, IT governance, etc.) and maintain training materials in Japanese and English.

Coordinate the annual regional IT Conference.

Job Requirements

· Well-versed technical skills of IT infrastructure (PC, server, LAN, internet, Microsoft365, etc.)

· Knowledge of application software and general business process (Accounting, HR, etc.)

· Advanced proficiency in Japanese and English (listening, speaking and writing) to communicate effectively through phone calls, emails and/or meetings with Tokyo HQ, Mitsubishi Corporation’s group companies and/or local and/or Japanese staff.

· Working professional proficiency in Japanese and English - Able to fully participate in online, in person interactions and work independently in Japanese.

· Cross-cultural efficacy to facilitate effective communications with Tokyo HQ and regional offices.

· More than 3 years’ experience in abovementioned requirements.

Job Description/ Responsibilities:

1. To be part of the team responsible for application system development, Interface Development, Database maintenance and support.

2. This role requires proper Software Development Life Cycle knowledge and practice: requirements gathering, analysis, design, development, testing, implementation, and maintenance.

3. In addition1. To be part of the team responsible for application system development, maintenance and support.

Leading the team:

· To be able to provide the IT team members guidance on technical matters, such as development best practices, help resolve issues, and ensure proper coding standards.

· To be able to make recommendation to the IT Management team on solutions to problems raised by the business units.

· To be able to communicate effectively, in verbal and written form, with team members, the business units, and the IT Management.

· To identify and recommend system enhancements and process improvements to the Management.

· To learn support/learns PowerBuilder applications, Non-Power Builder applications such as Java/PHP ones, and lead the team in web development as well.

Application Development:

· To understand and gather new business requirements, and either incorporate them to the current applications, or to develop new ones based on these requirements.

· To design and propose enhancements based on new user requirements.

· To supervise and imparting knowledge to IT team members where needed. To perform quality assurance and testing of newly developed functionalities.

· To ensure that projects and assigned tasks are completed on time and on target.

· To provide timely status updates and progress reports during various phases of the development. To train internal and external users on newly developed function and features.

Integrating Elite IT systems with external parties:

· To propose and developing e-solutions for integration and working with business units to secure customer's acceptance

· To work coherently with other team members and business units to manage the implementation progress and to ensure timely delivery

· To provide detailed programming specifica tions, test plans and program documentation for new projects and new developments.

· To provide timely status updates and progress reports during various phases of the development.

Application Support:

· To provide training to internal users on system usage.

· To provide technical support for all in-house developed applications systems when necessary.

· To understand users' requirements and proposing effective solutions and improvements in support of the various business units

· To be prepared to provide technical support after standard office hours, as well as on tl1e weekend, when necessary.

Database and Application administration:

· To carry out version control of source code

· To ensure up-to-date and proper backup of source code

· To ensure proper documentation of systems, including procedures and user manuals relating to the developed application systems

· To administer the various databases with minimum downtime To ensure proper backup & recovery procedures

· To grant relevant access privileges to application users

· To monitor growth of databases & ensure sufficient disk space is available at all times To ensure the batch jobs run successfully as scheduled

· To ensure housekeeping of history logs & reports

· To ensure the data patches are applied with proper auditing

· To comply with all IT procedures and instructions while carrying out IT related tasks, this role also involves the Database maintenance, enhancement and support of systems that had been developed and deployed.

Job Requirement:

· Minimum 8 years of IT work experience with at least 3 years of Project management experience

. Leadership for implementing IT Projects

· Strong Project Management Skills

· Strong Communication Skills in verbal and written to design process

· Good analytical skills

· Good organization and planning skills

· Capability to handle several projects in same time

Job Title: (Senior) Service Engineer, Gas Solutions

Wärtsilä is looking for a competent (Senior) Service Engineer in Gas Solutions. This is a permanent opportunity, and its preferred location is Pandan Crescent, Singapore.

About the Position

What will you be doing:

As (Senior) Service Engineer, Gas Solutions, your work will focus on these responsibilities:

• Execute field service activities per Wärtsilä procedures and general practices of safety and cost-effectiveness.
• Perform basic troubleshooting, running tests, fine-tuning, adjustments, and trimming related to running performance on equipment.
• Independently perform significant/complex repairs and complete overhauls.
• Perform warranty and commissioning activities, delivering the equipment to the customer or a shipyard.
• Perform internal and external progress status reports of assigned work.
• Participate in briefings and debriefing for each service jobs.
• Create Service Work Reports.
• Collect and organize time sheets and expense reports. Report and inform the back office as required.
• Ensure the work is executed according to Wärtsilä Quality, Health, Safety, and Environmental guidelines and customer site procedures.
• Issue WeCare and Non-Conformance Reports when appropriate to ensure "lesson learned" from experiences gained at service jobs.
• Execute Client Survey after each job.
• Supervise the tasks performed by Wärtsilä employees and subcontractors.
• Promote Wartsila products and solutions to customers.
• Participate in other department work as directed by the Line manager.

To be successful in this role, we expect you to have:

• Diploma/BSc in Process, Automation, Mechanical, Marine, Electronic or Mechatronic Engineering.
• 3-5 years hands-on experiences in process and electrical & automation disciplines.
• Willingness to travel around the world for Field Service jobs.
• Good computer skills.
• Relevant ' hands-on experience in process, mechanical and electrical. disciplines within LPG/LNG/VOC/IG and Flare Gas systems.
• Fluent command of English, written and verbal
• Service and team mindset.
• Structured, good attention to detail, and self-motivating.

Contact & next steps
Please submit your application before the deadline through our Careers portal. Applications through email will not be considered. After submitting your application you’ll receive a confirmation email.

In case of any questions, reach out to (only for questions from direct job applicants, applications through email will not be recorded or responded to):

Hyun Joo Kim
Talent Acquisition Partner
Email: hyunjoo.kim@wartsila.com

Service Delivery Manager

As a Service Delivery Manager, you are responsible for making sure that services are being seamlessly delivered to the clients. You are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. You play a vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

Role and Responsibilities

• Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
• Maintaining high-performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimisation
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on the performance of the service delivery
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Collaborating with technical design teams to set standards for software, hardware, and security

Qualification and Requirements

• Experience in dealing with third-party-provided services
• Operational ability in a diverse, large-scale environment
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL principles
• Expertise in people management and leadership
• Strong organizational skills
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills

The main responsibilities and tasks of this position are listed as, but not limited to the following:

• Lead and support all Guest Experience initiatives at the property.
• Support the Department Head in driving a guest centric culture in the hotel and create awareness and understanding among all associates on the importance of Guest Experience.
• Review TrustYou performance and guest feedback daily, identifying trends and areas for improvement on a regular basis and share with relevant stakeholders (at a minimum once a week).
• Set TrustYou goals and regularly compare and communicate variances.
• Represent Guest Experience and be the voice of the guest daily at the morning briefing with updates and highlights of points for improvement and guest praise.
• Investigate root causes of repetitive trending issues and recommend and support implementation of resolutions.
• Lead and develop a team of departmental Guest Experience Champions within the hotel to conduct deep dives/self-assessments and identify improvement opportunities and solutions.
• Review and communicate the company operational standards and all new brand/quality initiatives effectively to all stakeholders.
• Conduct a weekly Guest Experience meeting with individual HOD’s, communicating performance, supporting, and driving management action plan efforts.
• Conduct regular property self-assessments on the operational brand standards and other quality programs.
• Introduce and coordinate monthly mystery shopper audits and conduct HOD and departmental debriefings.
• Conduct Guest Experience Management overview induction for new hires and thorough induction on Guest Experience for all new hires within the first month of employment.
• Conduct Guest Experience assurance audit
• Work in partnership with all relevant external partners to ensure external training is conducted where applicable, e.g. Stayplease, TrustYou, TripAdvisor etc
• Work closely with HOD’s to assess service standards and delivery on a consistent basis.
• Participate in and check the annual revision of operational brand standards and SOP’s with operational HOD’s and Exco.
• Participate and support implementation of new Guest Experience product enhancement programs, e.g. guest amenities, children, brand activities, guest preferences, Guest of the Day, etc.
• Directly liaise with and contact guests to collect direct feedback and facilitate new ways of collecting greater in-house feedback.
• Ensure the relevant teams and stakeholders respond to all guest feedback and timely.
• Champion the internal communication of Guest Experience related matters and updates to all associates in the hotel, including presenting at associate quarterly town halls.
• Improve communication regarding guest service e.g. daily VIP photos and bios, pre-arrival and post-departure correspondence, daily summary feedback with pro and con sentiments, etc.
• Introduce and drive with colleague guest service appreciation programs.
• Introduce departmental colleague guest service orientated monthly competitions.
• Analyse, recommend and implement improvement initiatives and innovation.
• Lead Sustainability project to obtain Global Sustainability Tourism Council certification and manage year on year audits.
• Any other adhoc duties as and when assigned by the Management.

The position

The Senior Director/ VP, Customer Experience has the responsibility for ensuring effective adoption of our solutions and services that leads to customer satisfaction, high renewal rates and expansion opportunities. The Senior Director/ VP, Customer Experience, will lead a team of Customer Experience Managers (CXMs) to ensure customers achieve their business outcomes. The leader will work collaboratively across SimCorp to ensure that customers are represented throughout every stage of the lifecycle including offer management, sales and service delivery. The ideal candidate will create a company-wide culture focused on the customer and their journey with our technology.

The role is crucial in realizing the full potential of SimCorp’s adoption play and aims at bringing more dedicated focus to the Customer Experience organization.

Customer success and ongoing renewals represent a growing priority at SimCorp. The role has a significant impact for APAC and for SimCorp overall:

The responsibility covers SimCorp Dimension, GAIN, BPaaS, Coric and Digital Engagement Portal customers in the APAC region.

The role will contribute to global initiatives in the Customer Experience area (e.g. by establishing a best-in-class practices)

The influence of the CXMs goes across all functions at SimCorp since the CXMs are the central orchestrators and the voice of the customers in the organization

This role will lead a small team of 2-3 CXMs which cover Asset Servicers specifically and will – besides the leadership role - also act as individual contributor. The role will also have the responsibility for our so-called Channel Play approach, i.e. defining the approach and the commercial model to enable our Asset Servicer clients to attract clients that we cannot win directly. It is critical for us to do this in a consistent way and align the approach with our overall commercial strategy.

Key Responsibilities

• Lead a team of CXMs and ensure people development in this role
• Ensure adoption of solutions and services at our APAC customers in the Asset Servicer vertical based on high-quality success plans
• Identify patterns from adoption surveys and create corresponding responses/offerings in a systematic way
• Be visible to customers as representative of Customer Experience at SimCorp and support account teams in engaging with customers
• Act as senior escalation point for our customers
• Develop our adoption approach and collaborate with other functions to improve our methodology
• Create sales pipeline from success plans and measure success in terms of business triggered by adoption
• Define how to measure achievements of the Customer Experience function going forward and use this to align objectives across the organisation
• Drive the increasing use of telemetry to measure adoption and to create new data driven insights
• Focus on renewals based on agreed renewal playbook

Education & Experience

• 10+ years’ experience in a customer-facing organization; parts of it in a leading role.
• Experience from Customer Experience Management, Account Management or Services delivery with focus on acting as trusted advisor for senior management of customers
• Ideally combined background of services, post-sale and business development experience
• Investment Management software experience, preferably deep understanding of SimCorp Dimension and connected service offerings.
• Solid industry insights and ability to translate SimCorp’s offerings into value for customers. Expertise from the Asset Servicer vertical and good understanding of the operating model of Asset Servicers.
• Enthusiastic and creative leader with the ability to inspire others
• Ability to manage through influence and inspire field Sales and Customer Experience managers through thought leadership
• Empathy for customers and passion for business growth
• Analytical and process-oriented mindset
• Demonstrated desire for continuous learning and improvement
• Excellent communication and presentation skills
• Relevant Masters’ or similar degree in Computer Science, Finance, Business Administration, and/or equivalent area of study or international equivalent (Post graduate degree preferred)

WHY JOIN SIMCORP?

At SimCorp you get to work with skilled and supportive colleagues in a global company counting more than 50 nationalities and offices in more than 20 countries. We provide IT solutions to the world's leading investment management firms, pension funds and insurance firms, in a rapidly changing market. You will be part of a success story and a company that continues to grow, offering lots of challenging and interesting opportunities. What better place to build a successful career?

Visit our career pages to learn why other people choose to work at SimCorp: www.simcorp.com/career