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Executive, Process & Communications

Date: 25-Jun-2022

Location: Singapore, Singapore

Company: Singtel Group

At Singtel, we believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers. We strive to ensure all our people practices are non-discriminatory and provide a fair, performance-based work culture that is diverse, inclusive and collaborative. 

Join us and experience what it’s like to be with an Employer of Choice*. Together, let’s create a brighter digital future for all. *Awarded at the HR Fest Awards 2020.

 

Process and content is a strategic team responsible for design and map out the end-to-end customer related flow and processes. They design, engineer and modernize the process and policy to ensure operational efficiency, customer satisfaction and ease of frontline adoption.

 

This position plays a critical role in working with different stakeholders (internal & external) to

  • ensure process, policy and communication in the all the product & services life cycle (new, change or cease) and promotion are consistent,
  • analyze and improve current process and
  • management of strategic project and unplanned incident (Service, billing, security)


Campaign management - Be the gatekeeper to ensure that assigned campaign / initiatives are conforming to the campaign checklist requirement. The checklist will cover key requirement for customer process Policy, System (Tools, self help and knowledge portal) and communication. Responsibilities / activities include,

  • Review the checklist and ensure key items are ready.
  • Coordinate with workforce and training to ensure resource and frontline are prepared. This include the training/briefing, knowledge portal and system are updated).
  • Design the AI chatbot conversational flow, intent management and escalation to human. 
  • Track and monitor the impact (eg Contact rate, Customer satisfaction, etc) and ensure it meet its target.
  • Provide escalation support for frontline teams.

 

Feedback management - Review customer and frontline pain points and suggestion that has impact on CE, First Call Resolution (FCR) and/or frontline effort.  Responsibility includes

  • Derive the impact analysis and prepare business case.
  • Collaborate with the relevant stakeholders on the implementation of the feedback.
  • Track and monitor the implementation of the feedback.

 

Stakeholder management - Engage regularly with stakeholders in

  • Sharing of the impact (contact rate, escalation rate, escalation response time) of the campaign and activities. Identify opportunity for empowerment or automation.
  • Up keeping the contents in knowledge portal
  • Tracking on the committed activities/initiatives that will improve operation efficiency or customer experience.

 

Event / Incident management – Support the event / incident manager in deriving all the customer engagement and communication plan. The event / incident can be system, billing, security and/or service incident. Responsibility includes,

  • Clarify and assess the event/incident impact and implication.
  • Identify key customer concerns and questions.
  • Propose potential responses, handling process and communication route (Letter, SMS, email)
  • Prepare internal comms and system alert (eg IVR, CRM)
  • Track and monitor impact.

 

Requirements:

  • Diploma and above (Hospitality, business or Engineering preferred)
  • At least 1 or 2 years experience in Project Management or Customer Fronting
  • Good to be certified in Project management (PMP) or process improvement framework (eg Lean Six sigma, COPC, ITIL)