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.

Degree: Bachelor degree or above Work Experience: 10+ years Travel: 30% Introduction The CS Quality and Excellence of China region is part of the Customer Support organization. The strategy of CS Quality and Excellence is 3-fold: Challenge : Improve and drive Quality within ASML, in region and headquarters. Collaboration: Accelerate cross-sector quality collaboration. Strengthen our quality processes and adherence for Install base and early PGP. Care: Become customer-centric by bringing the voice of the customers into ASML. Embed an interdependent quality mindset at ASML In CS Quality and Excellence, the Customer Quality team is responsible for bringing the voice of the customer on Quality to ASML and for securing the right follow-up. To enable this, the Customer Quality team consists of a network of Customer Quality Managers (CQM’s) located near our key customers in charge of following up on major Quality Issues (e.g. via Customer Quality notification) and closely engaging all stakeholder to meet customer quality expectations. Position in the organization Reports hierarchically to Head of Q&E of China Region Based in Shanghai Job mission Ensure ASML continuous quality improvement meets customer expectations Drive for customer satisfaction and build customer trust on quality. Job Description Lead a team of Customer Quality Managers to secure customer quality in China region Interface with China region customers on all quality aspects and support & manage customer expectations on quality complaints and roadmaps Setup and maintain Customer Quality Dashboard:Align with Customer on Customer Quality Indicators Secure engagement from ASML sectors Drive quality performance to agreed targets Manage Customer Quality Notifications:Local intake & filtering Manage close follow-up through Central Customer Quality Care team Manage timely and good quality closure of CQN with customer, including preventive actions. Manage Customer auditsAlign with Customer on audit agenda Work with GQ/QE audit team on follow-up Assess and improve quality processesAssist regional management by proposing process improvements and participate in deployment of new and improved processes Assist regional management by initiating, driving and tracking of improvements on the execution of critical processes Drive resolution of structural quality issues within our corporate programs, e.g. DOA, DOI, Known issue update… Be the voice of the Customer on Quality towards ASML organization Be the Quality Ambassador within ASML