Job Summary

The Senior Manager, Experience & Transformation, is responsible for leading service quality, capability development, customer experience transformation, and operational excellence across the Contact Centre. This role oversees Quality Assurance (QA) and Learning & Development (L&D) functions while driving end-to-end customer experience improvement across all service channels, including inbound voice, digital channels, case management, and enterprise customer support. The role serves as the bridge between customer insight and operational execution by translating Voice of Customer (VOC), customer pain points, market expectations, and business priorities into measurable service improvements.

Working closely with Brand CX Team, this role ensures customer expectations and brand experience strategies are translated into operational excellence, service recovery, and customer journey improvements across all touchpoints. This position supports the Contact Centre's transformation into a strategic customer experience and revenue-enabling organization.

The Day-To-Day Activities

Key Accountabilities

1. Service Excellence Leadership

• Lead overall service excellence strategy across Contact Centre operations to ensure high standards of customer service delivery.

• Oversee Quality Assurance, compliance governance, service quality management, and customer complaint review processes.

• Drive continuous improvement in service quality, First Contact Resolution (FCR), complaint resolution, and repeat contact reduction.

• Establish service excellence frameworks, governance models, and performance standards across all customer touchpoints.

2. Quality Assurance & Compliance Governance

• Provide leadership and strategic direction to the Quality Assurance function.

• Ensure effective quality monitoring, coaching governance, compliance adherence, and service consistency across all channels.

• Drive root cause analysis of customer dissatisfaction, complaint trends, and recurring service failures.

• Strengthen regulatory compliance, complaint handling governance, and service assurance aligned with business and regulatory expectations.

3. Learning & Development Leadership

• Provide leadership and strategic direction to the Learning & Development function.

• Ensure frontline capability development, leadership coaching, onboarding excellence, and continuous learning programs are aligned with business priorities.

• Drive capability building for service excellence, customer handling, sales through service (STS), and AI-assisted operations.

• Support leadership development and succession readiness across frontline operations.

4. Customer Experience (CX) & Journey Transformation

• Lead end-to-end customer journey improvement initiatives across inbound voice, digital channels, retail escalations, case management, and enterprise customer servicing.

• Identify service friction points, repeat call drivers, customer pain points, and opportunities for permanent resolution.

• Drive customer journey redesign initiatives to improve customer satisfaction, operational efficiency, and service consistency.

• Establish customer journey governance and service recovery frameworks across channels.

5. Voice of Customer (VOC) & Customer Insight Management

• Own the VOC framework by consolidating insights from CSAT, complaints, repeat calls, PCA insights, social media feedback, MCMC escalations, and frontline observations.

• Translate customer feedback into actionable business improvement plans with clear accountability and measurable outcomes.

• Present executive-level customer insights and service improvement recommendations to leadership teams.

• Work closely with Brand Marketing to align operational improvements with customer expectations, market insights, NPS strategy, and brand experience priorities.

• Work closely with the Brand CX team to drive and operationalize the closed-loop Customer Experience (CX) framework. Serve as the key Contact Centre representative in

strategic CX initiatives by providing Voice of Customer (VOC) insights, identifying potential customer pain points and collaborating closely with the CX team to map and improve

customer journeys across Contact Centre touchpoints.

• Partner actively with the Brand CX team to develop and enhance the closed-loop CX analytics framework, leveraging operational insights, customer feedback, complaint trends,

and VOC data to proactively improve the experiences that matter most to customer.

6. AI, Automation & Service Transformation

• Drive business adoption and value realization of AI initiatives such as Live Call Assist (LCA), Post Call Analysis (PCA), chatbot enhancement, self-service optimization, and

future virtual agent capabilities.

• Ensure technology investments translate into measurable improvements in productivity, service quality, customer satisfaction, and operational efficiency.

• Support digital transformation strategies that improve self-service adoption, reduce repeat contacts, and optimize resource utilization.

• Lead modernization of service delivery models through continuous improvement and automation initiatives.

7. Cross-Functional CX Governance

• Act as the central operational CX governance lead across Contact Centre, Retail, Digital, Marketing, Billing, Network, IT, Enterprise, and Regulatory teams.

• Drive accountability for customer pain point resolution across departments.

• Strengthen enterprise-wide collaboration for service recovery, complaint resolution, and customer trust improvement.

• Support strategic customer experience programs and future Enterprise Contact Centre (ECC) readiness.

About You

Education

• Bachelor's Degree in Business Administration; Customer Experience Management, Operations Management, Marketing, Telecommunications, or related

disciplines.

• MBA or professional certifications in Customer Experience, Service Excellence, Lean Six Sigma, Contact Centre Management, or related fields is an added

advantage

Experience

• Minimum 12–15 years of experience in Contact Centre Operations, Customer Experience, Service Excellence, Operations Excellence, or Transformation roles.

• Minimum 7 years in leadership or senior management capacity.

• Strong experience managing Quality Assurance, Learning & Development, customer journey improvement, and cross-functional stakeholder management.

• Experience in telecommunications industry is highly preferred.

• Exposure to AI-enabled customer service platforms, digital transformation, and customer analytics is highly advantageous.

Skills & Competencies

• Strong strategic thinking and business acumen

• Excellent stakeholder management and influencing skills

• Strong leadership and people development capability

• Strong analytical and problem-solving skills

• Customer journey mapping and root cause analysis expertise

• Change management and transformation leadership

• Strong executive presentation and communication skills

• Cross-functional leadership and project management

• Strong understanding of contact centre operations and customer service frameworks

• Familiarity with MCMC regulatory environment is an added advantage

What's Next

Once you have applied online, our team will review your application and due to a high volume of applications, only shortlisted candidates will be notified.

Section Head, Experience and Transformation