Job Description

Role Summary

Our client is an established organization with over two decades of market presence, known for its strong reputation and legacy in the industry. As the business continues to evolve, they are seeking dynamic, forward-thinking leaders who can bring energy, agility, and a modern approach to customer experience.

This role will lead the end-to-end Customer Experience function, working closely with senior stakeholders while managing high-performing teams in a fast-paced, high-pressure environment. The ideal candidate is someone who can balance operational excellence with strategic thinking, and who thrives in solving complex customer challenges proactively.

Key Responsibilities

• Engage directly with senior stakeholders, including C-suite leaders (e.g., CEO, CFO), on customer-related matters
• Anticipate and resolve issues before they escalate into critical problems
• Lead and manage customer experience teams effectively in high-pressure situations
• Drive a culture of service excellence while maintaining team performance and morale
• Proactively identify and address customer pain points across the journey
• Manage and optimize KPIs, SLAs, and service performance metrics
• Analyze customer data and trends to recommend and implement process improvements

Job Requirements

• 3–5 years of experience in Customer Service or Customer Experience
• 1–2 years of leadership or managerial experience
• Background in banking, fintech, or financial services is preferred
• Excellent command of English (spoken and written)
• Strong ability to engage and communicate with senior stakeholders
• Proven experience leading teams in fast-paced, high-pressure environments
• Strong problem-solving and decision-making capabilities with a calm, composed approach
• Solid understanding of customer journey mapping and service excellence principles
• Proactive mindset with strong empathy, balanced with business priorities
• Experience managing KPIs, SLAs, and performance metrics
• Data-driven with the ability to interpret insights and drive improvements
• Familiarity with CRM systems and customer service tools
• Energetic, adaptable, and resilient with a modern communication style
• Comfortable operating in an evolving, fast-moving environment

For more information or confidential consultation, please do not hesitate to contact Pui Yee at puiyee.chow@bell-ward.com.

We thank you for applying with us in advance but only short-listed candidates will be notified.

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Company Registration No.: 1080098-P (JTK License No: JTKSM 427)