Executive / Senior Executive, Service Transformation

Job Purpose

We are seeking a driven and service-oriented Service Excellence Executive to elevate service standards across all business units. The role focuses on end-to-end service recovery, performance monitoring, continuous improvement (Kaizen), including managing service lapses and corrective actions.

This role is responsible for strengthening service capabilities through training and SOPs, leading transformation initiatives, and ensuring consistent service delivery through strong governance, reporting and stakeholder coordination.

Responsibilities

Service Transformation

• Lead and support group‑wide service excellence initiatives to uplift and standardise service delivery across all business units.
• Apply Kaizen and continuous improvement methodologies to enhance service processes, outcomes, and customer experience.
• Strong curiosity and in...