Client Excellence Lead(001478)

SUNRATE is a global payment and treasury management platform for businesses worldwide. Since its inception in 2016, SUNRATE has been recognised as a leading solution provider and has enabled companies to operate and scale both locally and globally in 190+ countries and regions with its cutting-edge proprietary platform, extensive global network, and robust APIs.

With its global business headquarters in Singapore and offices in Hong Kong, Jakarta, London, and Shanghai, SUNRATE partners with the top global financial institutions, such as Citibank, Standard Chartered, Barclays, J.P. Morgan and is the principal member of both Mastercard and Visa.

The Client Excellence Lead will be responsible for leading and scaling SUNRATE’s customer operations and service excellence initiatives across the region. This role ensures that Business Development, Customer Success, Onboarding, and Support functions operate with consistency, quality, and efficiency — through process design, data insights, training programs, and platform enablement. As the strategic backbone of the Customer Success organisation, the Client Excellence Lead ensures that all client interactions are measurable, repeatable, and exceptional.

What you’ll be spending your time on :

1. Customer Experience & Service Standards

• Define and enforce service standards, SLAs, and escalation protocols across all client-facing touchpoints.
• Establish QA frameworks and conduct regular audits to ensure consistency in service quality and messaging.
• Monitor customer sentiment data (CSAT, NPS, VOC) and lead root-cause analysis to address service gaps.

2. Data & Process Enablement

3. Training & Knowledge Management

4. Continuous Improvement & Stakeholder Management

For this role you should have :

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