THE COMPANY Singlife's purpose is to democratize access to meaningful financial protection. Our unique business model uses the smartest technologies to put you in control of your finances, by providing tools and solutions that fit your needs, your budget, and are always on hand. A start-up in a long-standing industry, the company has showed how combining new technologies with life insurance makes it possible for people to manage their finances more effectively and efficiently. JOB OVERVIEW The Senior Operations Manager - Customer Service will be responsible for leading and optimizing the end-to-end customer service function. This includes managing contact center operations, improving service delivery processes, ensuring customer satisfaction, and driving continuous improvement. The role requires strategic oversight, people leadership, and strong analytical skills. Key Responsibilities: Team Leadership & Management Lead and mentor a team of customer service managers, team leads, and associates. Establish performance KPIs, monitor results, and conduct regular reviews. Drive a culture of accountability, engagement, and customer-centricity. Operational Excellence Oversee day-to-day customer service operations across multiple channels (voice, chat, email, social). Ensure SLAs, quality standards, and compliance requirements are consistently met. Optimize contact center workflows, processes, and technology usage. Customer Experience (CX) Improvement Analyze customer feedback, complaints, and service metrics to identify trends. Collaborate with cross-functional teams to implement solutions that reduce friction. Drive initiatives to improve NPS, CSAT, and first contact resolution. Reporting & Analysis Develop and present regular performance reports and business reviews to senior leadership. Use data and dashboards to identify issues and opportunities for operational enhancements. Strategy & Transformation Participate and drive long-term strategy development for customer service transformation. Evaluate and implement new tools, platforms, and automation to enhance service delivery. Lead or support projects such as chatbot deployment, self-service portals, or CRM enhancements. Qualifications: Bachelor's degree in Business Administration, Operations, or a related field. MBA or equivalent postgraduate degree is preferred. 10+ years of progressive experience in customer service operations, with at least 3-5 years in a senior leadership role Strong leadership and team development capabilities Deep understanding of customer service best practices and contact center operations Excellent communication, negotiation, and stakeholder management skills Data-driven decision-making and proficiency in service metrics Knowledge of CRM platforms (Freshdesk, etc.) and workforce management tools Experience with digital transformation and customer journey mapping is a plus Show more Show less