Head of Quality & Service Excellence

Our client is seeking an experienced Head of Quality & Service Excellence to lead operations and service excellence across Southeast Asia. This is a strategic leadership role focused on driving quality assurance, customer experience, after-sales service, and operational transformation while partnering closely with commercial, supply chain, and regional teams. The ideal candidate will have a strong background in quality management, service operations, and continuous improvement within a project-driven or technical environment, with a passion for delivering an exceptional customer experience.

What you'll do:

As the Head of Quality & Service Excellence, you will lead initiatives that strengthen operational performance, elevate customer satisfaction, and drive service excellence across the region.

Key responsibilities include:

• Lead quality assurance, customer experience, after-sales service, and technical service functions, ensuring consistent service standards and operational excellence
• Drive process transformation and continuous improvement initiatives to enhance service delivery, operational efficiency, and scalability across the business
• Partner closely with Sales, Supply Chain, Logistics, and regional stakeholders to optimise the end-to-end customer journey and improve business performance
• Oversee vendor and service partner management, ensuring service quality, governance, and compliance with agreed performance standards
• Develop and monitor operational KPIs, customer satisfaction metrics, and service performance to identify opportunities for improvement
• Lead, coach, and develop high-performing teams while fostering a customer-centric and continuous improvement culture

What you bring:

To succeed in this role, you should possess strong operational leadership experience, a customer-first mindset, and a proven ability to drive transformation within a technical or project-based environment.

You will ideally have:

• 8–12 years of experience in operations, service management, quality assurance, or technical services within manufacturing, engineering, construction materials, building products, or other project-driven industries
• Proven track record in driving operational excellence, process improvement, and service transformation initiatives
• Strong understanding of customer experience, after-sales service, and technical support operations
• Demonstrated leadership experience with the ability to develop high-performing teams and influence cross-functional stakeholders
• Strong analytical and problem-solving skills, including experience with root cause analysis and performance improvement
• A hands-on leadership style with the ability to drive execution, implement change, and deliver measurable business outcomes

What sets this company apart:

Our client is a well-established multinational organisation recognised for delivering high-quality products and solutions across the region. The business is committed to operational excellence, innovation, and delivering exceptional customer experiences, providing employees with the opportunity to influence strategic initiatives and drive meaningful business improvements within a collaborative international environment.

What's next:

If you are looking to take on a regional leadership role where you can shape service excellence, operational performance, and customer experience, apply now to find out more.

Do note that we will only be in touch if your application is shortlisted.
Robert Walters (Singapore) Pte Ltd
ROC No.: 199706961E | EA Licence No.: 03C5451
EA Registration No.: R22110552 Lynette Lee