Manager / Senior Manager (Operations and Service Excellence) at Public Service Division

, , Singapore -

Full Time

Start Date

Immediate

Expiry Date

04 Sep, 26

Salary

0.0

Posted On

06 Jun, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operations Management, Service Design, Journey Mapping, Process Improvement, Root Cause Analysis, KPI Management, Stakeholder Engagement, Customer Experience, Service Standards, Change Management, Analytical Thinking, Problem Solving, Workshop Facilitation, Agile Methodology, Customer Centricity, Interpersonal Communication

Industry

IT Services and IT Consulting

Description

[What the role is] The Singapore Aviation Academy (SAA) is the training arm of Civil Aviation Authority of Singapore (CAAS). SAA trains aviation professionals in support of capability development and capacity building for the Singapore air hub and the international aviation community. To ensure its continued relevance and to further establish itself as a centre of excellence for aviation knowledge, SAA is undergoing transformation of andragogy, learning spaces and service experience. The transformation will enable SAA to provide an enhanced learning experience for aviation professionals at the junior, middle and top management levels. The new SAA building will also be a vibrant hub providing new community and event spaces for the public to enjoy. The SAA is looking to recruit Manager / Senior Manager (Operations and Service Excellence) who would play a critical role in driving operational efficiency and exceptional service delivery at SAA. This position offers two areas of specialisation – Operations Excellence and Service Excellence. Candidates may apply with a preference for either specialisation based on expertise and career interests. [What you will be working on] Operations Excellence Co-create thoughtful customer journeys from pre-course, course registration to post-course completion. Develop and implement operational systems, policies and procedures to streamline SAA’s operations to achieve high levels of operational efficiency and service delivery. Manage and oversee the daily operations of SAA to ensure smooth day-to-day operations. Identify operational gaps, conduct root cause analysis and address process-related issues promptly. Spearhead process improvement initiatives and conduct process reviews to eliminate operational inefficiencies. Manage operational KPIs such as SLAs and performance metrics. Drive a culture of continuous improvement through agile workstreams. Service Excellence Design thoughtful customer journeys from pre-course, course registration to post-course completion. Establish service standards for consistent service delivery to SAA’s trainees, high level visitors and guests. Manage and monitor customer feedback across omnichannel touchpoints, analyse trends and drive actionable service improvements. Manage customer satisfaction KPIs such as SLAs and service performance metrics. Create feedback loops between instructors, course managers and schools. Address service-related issues promptly to achieve high levels of operational efficiency and service delivery. Lead initiatives to improve service quality and customer satisfaction including benchmarking against industry best practices. Promote a culture of customer-centricity and service excellence through internal communications and service training. Develop standardised customer communication materials to ensure consistency in vocabulary, writing style and tone of voice. Work with internal and external stakeholders to deliver excellent customer service to SAA’s course participants, guests and visitors. [What we are looking for] Operations Excellence At least 5 years of relevant operations and service experience. Results-oriented with strong analytical and problem-solving capabilities. Proven track record in implementing successful process improvement projects. Experience in facilitating workshops and leading change initiatives. Strong organisational skills, action-oriented, attention to detail and the ability to manage multiple priorities in a dynamic environment. Service Excellence At least 5 years of relevant service management, hospitality or customer experience. Adept in service design, journey mapping and process improvement. Strong organisational skills, action-oriented, attention to detail and the ability to manage multiple priorities in a dynamic environment Possess excellent communication and interpersonal skills, and the ability to exceed expectations of customers at all levels and engage internal and external stakeholders. Note: Your appointment designation will commensurate with your relevant work experience. Successful candidates will be offered a 3-year contract in the first instance, and may be considered for placement on a permanent tenure during the contract period. http://jobs.careers.gov.sg The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore. Log on and take your first step towards a career that matters! Need help? Please click here for assistance. Our team will contact you shortly!

Responsibilities

Drive operational efficiency and exceptional service delivery by designing customer journeys and implementing streamlined operational systems. Manage daily operations, monitor performance metrics, and lead continuous improvement initiatives to enhance the learning experience.