Job Description

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say…“Hello BIG Possibilities”.

At Singtel, we aim to deliver a high-performing, customer-centric support operation that consistently meets service standards while continuously improving the overall enterprise customer experience across the digital frontend and support journey. As a Support Lead, you will play a key role in overseeing day-to-day support operations, ensuring efficient workflows, strong team performance, and seamless service delivery, while acting as a critical bridge between customers and the business.

This role provides an opportunity to go deep into operational execution, customer experience, and continuous improvement, including (1) supervising and coaching Empower support team to meet performance and quality targets,(2) handling escalated customer issues and ensuring timely, effective resolution, (3) identifying and implementing process improvements that enhance both operational efficiency and customer experience, and (4) capturing customer feedback, insights, and pain points from support interactions to inform digital frontend enhancements and service improvements.

In addition, you will be actively involved in cross-functional initiatives and projects, where you will represent the voice of the customer and translate support and customer insights into actionable recommendations for business, product, and technology teams. This includes managing stakeholders across various initiatives, contributing to discovery and solutioning discussions, supporting operational readiness, and driving adoption of improvements that elevate the frontend experience.

• Oversee daily support operations and manage call centre performance to ensure efficient workflows, consistent service quality, and achievement of defined SLAs and KPIs.
• Lead, coach, and develop support agents through regular training, feedback, and performance management to build a high-performing and customer-focused team.
• Act as the primary escalation point for complex or sensitive customer issues, effectively resolving complaints while maintaining high levels of customer satisfaction and trust.
• Collaborate closely with cross-functional stakeholders (e.g. product, IT, digital, and operations teams) to support initiatives, improve end-to-end customer experience, and ensure operational readiness for changes.
• Develop, implement, and continuously refine operational strategies, processes, and policies to improve efficiency, service quality, compliance, and overall customer experience.
• Monitor, analyse, and synthesise operational metrics, customer satisfaction survey results, qualitative verbatim feedback, and focus group insights, including but not limited to these sources, to identify trends, risks, and improvement opportunities, and translate insights into actionable recommendations that drive continuous improvement, innovation, and enhanced customer experience across the Empower Portal and support operations.

Skills for Success:

• Bachelor’s degree in business administration, Operations Management, Communications, or a related field
• Minimum of 5 years’ experience in customer support, contact centre, or operations roles that support B2B customers or enterprise accounts
• At least 2 years in a leadership or team management role
• Expertise in overseeing support operations, including SLA and KPI management, escalation handling, workforce performance, and service quality control.
• Ability to analyse qualitative and quantitative data and translate findings into actionable improvements.
• Proven capability in working with product, digital, IT, and operations teams.
• Good to have experience in digital portals or self-service platforms, with an understanding of customer-led prioritisation and continuous improvement practices.

Job Requirements