美团Head of Service Experience

Key Responsibilities: 1. Lead and manage high-performing service teams with a focus on customer-first strategies, balancing experience and efficiency. 2. Drive the scaling and operationalization of service functions in new markets, with expertise in wide CE disciplines (WFM, BPI, TQA). 3. Lead teams within regional/global internet or e-commerce platforms, preferably in on-demand services (e.g., food delivery). 4. Develop and execute customer experience strategies aligned with business goals.

We’re on a mission to make financial services accessible and effortless for SMEs. As one of Singapore’s latest digital wholesale banks fully regulated by MAS, we’re committed to continuous innovation to bring about simpler, safer and more rewarding financial services. #bringingaboutwhatsnext We are currently seeking a high calibre professional to join our team as a Senior KYC Ops Specialist. Job Specification This role is required to operate with a strong commercial focus ensuring alignment to the Bank’s business objectives while adhering to the Bank’s control principles at all times. The successful candidate will lead the KYC Operations team in Singapore, be the accountable service owner for all KYC-related activities, including onboarding, customer outreach, periodic and event trigger review and customer exits. Reporting directly into the Head of Customer Service & KYC Operations, the successful candidate will be responsible for executing the strategic direction of KYC Operations function in supporting the bank’s expanding business. On a day-to-day level, the successful candidate will work closely with AML, Risk, Legal, Business and Tech teams to ensure consistency of service and ensure best practice is applied. Core Responsibilities and Accountability Support the Bank’s expansion strategy end-to-end by collaborating with key stakeholders across the organization Build the systems, processes and people in KYC Operations, defining and executing a runway of activities to achieve the target operating model Drive continuous improvement initiatives across end-to-end customer lifecycle management activities to deliver a high and consistent standard of service Provide KYC-related activities in line with agreed OKRs, SLAs and KPIs – management and oversight of the local and offshore teams completing the work, providing guidance and training where applicable Provide guidance to internal stakeholders regarding regulations, requirements and processes for new customer account and/or new product setup in existing or new markets, including KYC, regulatory classifications e.g. FATCA/CRS, etc Drive the talent agenda by hiring and developing a highly-proficient team of customer-facing KYC specialists Leadership & Teamwork Motivate, lead and develop the KYC Operations team, elevating the standards of the team in supporting the bank’s business Act as a thought leader in the long-term strategy and future expansion of the KYC Operations function in relation to the bank’s business strategy and industry development Advocate focus in customer experience at the heart of the team’s operations Champion agile ways of working across the team and the bank Ability to identify and break down complex problems, and work with various stakeholders in implementing optimal solutions with strategic intent Build and maintain strong relationships with key stakeholders including AML, Risk, Business, Tech and Operations teams

We are WorldFirst, an international payments business helping move money around the world. We became part of Ant Group in 2019, accelerating our mission to create the world’s best platform for international trade by combining WorldFirst’s products with Ant’s solutions aimed at enabling the digitalisation of the modern services industry globally. We have a shared purpose ‘to make it easy to do business anywhere'. Together, we are advancing our shared aim of bringing innovative, inclusive and affordable services to small and medium-sized businesses and online merchants in the rapidly growing area of cross-border trade. We are looking for a passionate individual who has Training and Quality Assurance experience to join our team and ensure that our Customer Success Managers are well trained and maintain the highest standards of service quality. Job Description: As a Customer Success Training and Quality Assurance Specialist at WorldFirst, you will be reporting directly to the Head of Quality Assurance and Complaints. Your responsibilities will encompass both training and quality assurance aspects. This role will cover training Customer Success Managers in Asia, the UK and Europe. There is also a small element of dealing with customer complaints. If you are passionate about training and quality assurance in the field of customer service, we encourage you to apply for this position. Key Responsibilities: 1. Training: • Conduct orientation sessions for new hires to introduce them to the company's values, culture, and expectations. • Deliver and create training materials and resources to support ongoing learning and development. • Collaborate with the CSM team leaders to identify opportunities for process improvements and training needs. As well as other members throughout the company. • Ensure that associates understand the regulatory requirements that are expected of them within the region in which they are based 2. Quality Assurance: • Regularly monitor and evaluate customer interactions with our various teams via phone calls, emails, and chats. • High proficiency in the English language, this role will require reviewing emails and chats for grammar and spelling mistakes. Also ensuring the right tone and structure is used. • Provide constructive feedback and coaching to improve customer experience and team performance/adherence to quality standards • Analyse data and prepare reports on quality assurance findings, identifying areas for improvement. • Conducting Root Cause Analysis to identify and evaluate quality trends, and contributing to the improvement of controls and reports. • Reporting any compliance failures to the Head of Quality and Complaints. 3. Complaints Handling: • To handle and manage complaints within the regions mentioned previously, experience is not required as training will be given.

Job Mission and Role Purpose This position is responsible for managing the Applications Engineering team and Customer Support HMI team in the China region. Reporting to the Head of Customer Support, China, the role involves developing and executing long-term strategies and tactical goals for regional application engineering. The incumbent will lead the organization to achieve sector strategies, objectives, and technology/product roadmaps. As a core member of the China Customer Support Management team, the role also involves driving business and people initiatives across the CS China organization. Job Description Key Responsibilities Customer & Stakeholder Management Build and maintain networks with key customer/partner stakeholders; establish joint business plans. Understand customer’s requirement and collaborate with account manager to explore business opportunities and support customer product development roadmap. Accountable for cross-functional risk assessment and mitigation strategies. Minimize customer complaints and maximize satisfaction through issue resolution and escalation management. Leading Business: Create, communicate, and execute aligned and inspirational mission, vision, values and strategy for specific organization Develop and manage complex engineering projects aligned with key business objectives. Collaborate with central Design & Engineering, Business Lines, and Customer Support to identify solutions that enhance ASML’s market competitiveness and customer value. Create a capability development roadmap aligned with future business demands. Execute the regional business plan to deliver financial and strategic goals with long-term planning. Balance medium and long-term priorities in a dynamic strategic and tactical business environment. Operational Excellence Safety: Manage/monitor safety of employees (including visitors) in working place (Office, Customer Fab, Travel. etc.) Collaborate with central Applications, Business Lines, D&E, and account teams to drive technical solutions and resolve product issues. Lead Applications Engineering to deliver quality service supporting business growth and sustaining On-Product Performance across the install base. Lead CS HMI team to meet SLA requirements, improve equipment availability, operational efficiency, and field service self-sufficiency. Ensure service readiness for new product launches and drive technical capability through structured training programs. Set annual priorities with KPIs, monitor progress via dashboards and reviews, and allocate resources effectively. People/Talent/Organization Development Develop people strategies to enhance performance and support organizational transformation. Coach and develop Applications Engineering Managers to strengthen leadership and business acumen. Foster ASML’s culture of Challenge, Collaborate, and Care; build a high-performance team through vision, motivation, and support. Optimize organizational design and effectiveness, lead implementation of improvements. Own talent management, develop pipelines, and identify future leaders. Anticipate future skill gaps and drive capability growth. Knowledge, Skills & Experience