Operations and Service Excellence Lead

at  CAA Civil Aviation Authority of Singapore

[What the role is]
The Civil Aviation Authority of Singapore (CAAS) is looking for an experienced and proactive Operations and Service Manager to join the Singapore Aviation Academy (SAA).
The SAA is the training arm of CAAS. It drives capability development for the Singapore air hub and provides capacity building for the international aviation community. To ensure SAA’s continued relevance and to establish itself as a centre of excellence for aviation knowledge, the SAA is undergoing transformation of andragogy, learning spaces and service experience.
The transformation will enable SAA to increase its training capacity, provide an enhanced learning experience for aviation professionals at the junior, middle management and C-suite levels, with technology-enabled classrooms and more networking and informal learning spaces. The new SAA building will also be a vibrant hub providing new community and event spaces for the public to enjoy.
[What you will be working on]

As Operations and Service Excellence Lead, you will:

• Benchmark best practices in operations and service from across sectors and develop suitable operations and service model for the new SAA, utilising both human interaction and digital tools
• Develop and implement operational systems, policies and procedures to streamline SAA’s operations, establish service standards and monitor SAA teams’ performance to achieve high levels of operational efficiency and service delivery
• Manage and oversee the daily operations of the Academy to ensure smooth day-to-day operations and quality service delivery to SAA’s trainees, high level visitors and guests
• Work with internal and external stakeholders to manage the training facilities, equipment and resources effectively to deliver excellent customer service to SAA’s course participants, guests and visitors
• Manage customer and guest relations and resolve operational and service-related issues promptly and professionally

[What we are looking for]

• At least 10 years of relevant operations and service experience, with at least 5 years of experience managing operations and/or service teams.
• Strong ability to organise and achieve operational excellence and efficiency, while ensuring a top-notch service journey and experience for course participants and guests
• Strong organizational 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, including senior international guests.
• Strong leadership ability to engage internal and external stakeholders and build teams.

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 or subsequent contract renewal.

Please refer the Job description for details