Executive - Email Service operations & Partner Management (3rd Party)

Responsible for end-to-end management of CEC email servicing and partner operations, with accountability for customer experience, resolution, SLA, quality, productivity and governance. The role will use customer and operational insights to reduce repeat contacts, improve resolution effectiveness, strengthen partner performance and drive continuous improvement and digitalisation of the non-voice servicing journey.

Key responsibilities:

1. Email Channel Management
2. Customer Experience & Resolution
3. Partner Management
4. Stakeholder Management
5. Technology initiatives /Process Improvement & Digitalisation

Candidate Profile:

• Experience: 610 years in Customer Service / Contact Centre / BPO / Email or Back-office Operations, depending on grade.
• Strong experience in non-voice/email operations and partner/partner management.
• Excellent written communication and understanding of customer communication standards.
• Strong ability to analyse operational data and convert it into actionable insights.
• Experience in SLA management, quality frameworks, workforce/capacity planning and governance.
• Exposure to CRM/case management platforms such as Salesforce would be advantageous.
• Demonstrated process-improvement orientation; Six Sigma/Lean exposure is desirable.
• Ability to engage independently with senior internal stakeholders and partner leadership.

Key Competencies:

• Customer-first orientation
• Strong ownership and execution discipline
• Data-driven problem solving
• Partner influencing and governance
• Written communication excellence
• Root-cause and process-improvement mindset
• Stakeholder management
• Commercial and productivity orientation
• Comfort with technology and automation