Head of Customer Experience and Operations (B2C Fintech Mortgage)
Apply now Job no: 494336
Work type: Permanent Full Time
Department: Sales Operations, Project Management
Make A Real Difference At PropertyGuru.
Real Aspirations. Real People. Real impact.
At PropertyGuru Group, we believe that every person – no matter what their circumstance – should have a place to call home. That’s why we’ve been on a mission to transform how people find, finance, and own home across Southeast Asia over the last 13 years.
PropertyGuru Finance makes sure that nothing comes between finding a dream home and owning it. We’re on a mission to make home Financing the opposite of what it is today: smart, effortless and transparent. Designed around your needs —and your needs only— to find the best rates and keep your mortgage costs at their lowest. Always.
In Singapore, we built a team with the best mortgage brokers in Singapore —empowered by our proven property market knowledge and technology— to create smart mortgage services that will help you make confident home financing decisions throughout your whole ownership journey. We are aiming high, both in Singapore and outside, and want to become the ‘trusted mortgage advisor’ capturing the majority of Southeast Asia’s mortgage market.
For a full listing of our jobs, visit
Head of Operations (B2C)is part of PGF leadership team. (S)he is responsible for enabling our growth aspirations by driving a programme of continuous enhancement of organizational capabilities. In so doing, the Head of Operations will apply tried and tested methodologies for process improvement and will hold the teams honest through in-depth reporting and analysis. Most of all, (s)he is a partner to his/her fellow leaders in enhancing customer service and satisfaction, improving sales productivity, defining and (help) building the required operational infrastructure, and driving standardization and repeatability of processes that enable capabilities to be ‘exported’ to new markets in-and outside of Singapore.
Set PGF’s Operations aspirations and define a program of continuous improvement for Consumer Customers.
Define the process & capability roadmap that enables PGF’s transition from a traditional mortgage broker to an online broker with front-end banking capabilities
Ensure world-class performance of PGF’s core processes: lead capture, client onboarding, client nurturing, lead conversion, lifetime-value/relationship management, order-to-cash, etc.
Create and drive a program of multiple process optimization initiatives
Partner with Sales, Marketing and Product teams to strengthen their operations
Support with analytics, prioritization and operational execution of actions towards structurally stronger capabilities, better customer satisfaction and higher productivity
Regulatory compliance: understand regulatory ramifications of PGF’s aspirations and ensure operations and infrastructure are compliant
Increase PGF’s capabilities in process management & optimization
Enable capability transfers across markets
Leadership: lead a (2-3FTE) team of business analysts
>8 years recent experience Operations improvement, ideally in consumer customer focus or service industry
Proficient in business analytics / process optimization methodologies such as six sigma
Highly structured operator with outstanding project / process management skills
Situational leader: can both be self-starting and follow guidance
Results-driven and fact-based
Experience in banking (or other regulated industry) is a ‘high-want’
Advertised: Singapore Standard Time 26 Aug 2021
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