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Operations Service Excellence Leader

  • Singapore
  • FCM
  • Full time

The Operations Service Excellence Leader is a key leadership role directly responsible for customer retention, growth, the service SLA, product adoption, improving customer satisfaction across all parts of the service offering.

This role creates succession planning in the business and allows experienced leaders to mentor others, develop business acumen, leadership and strategic skills and contribute to the success of FCM. 

The Operations Service Excellence Leader is the first reporting line for the Operations Market Leaders and has responsibility on staff movements, account placement and team communications within the area. Face to face customer meetings and proactive work with customers is essential.


  • Ensure operations offline service satisfaction scores & SLA’s are consistently above target,
  • Ensure new project roll outs have high adoption and success within Asia service teams.
  • Relationship management of key customers from a service excellence aspect.
  • Service Team Development across Markets in Asia.
  • Sales Assist. Represent FCM towards external customer, i.e participate and support in representing Service excellence across the region during RFP’s where required.
  • Take an active role in preparing, organizing reward and recognition at Town Halls and Buzz nights, TL meetings and conferences, and support the messages rolled out across the Area and Nation. 
  • Internal Training.


  • University degree or equivalent business leadership experience.
  • Business level English speaking and writing skills  
  • Minimum 2 years leadership experience
  • Minimum 5 years in travel or service industry
  • Proven track record in building and developing strong teams
  • Excellent communication skills
  • Experience of strategic thinking
  • Business acumen on operations management and basic knowledge on financial analysis
  • People manager with good influencing and motivation skills
  • Highly disciplined and process driven
  • Have continuous improvement mindset and committed to their own personal development
  • Leads by example in attitude, customer focus and service delivery.
  • Willingness to contribute to people and the business
  • Passionate about the company and culture

FCM is an Equal Opportunity Employer searching for talented, driven people who have a desire to build a rewarding career in a company that loves to celebrate your success!

Interested?  Apply today to explore this amazing opportunity!

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