[WHAT THE ROLE IS]

As a Senior Executive/Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring our diverse stakeholder groups including current and prospective learners, industry partners and the public are provided with optimal experience in NYP. Your role will encompass implementing effective service solutions with service design thinking perspective and business process reviews. The role also involves managing both enquiries and complex cases such as complaints, feedback, and quality service matters. The ideal candidate will balance strategic planning with operational efficiency, demonstrating exceptional written communication and good analytical skill to uphold NYP’s service standards and to foster positive relationships with diverse stakeholder groups.

MAIN RESPONSIBILITIES

Service Design Support & Process Improvement

• Contribute to mapping customer journeys across various service touchpoints and identifying pain points or inefficiencies in the current service workflow to suggest improvements to streamline the customer experience.
• Actively contribute insights from case management and customer interactions to enhance service delivery and experience management by the center and to help ensure customer needs are accurately reflected in the design of new services.
• Co-lead and collaborate with team members to standardise service processes and protocols to ensure consistency in service delivery across multiple channels. Suggest best practices to enhance process efficiency and quality.
• Identify patterns in customer enquiries and service performance. Use analytics to support data-driven decision-making in suggesting areas of improvement or resource allocation adjustments.
• Track key service delivery metrics and conduct basic analysis of service-related data with data analytics tools such as Excel or Power BI.
• Conduct basic analysis of service-related data and use data to highlight service bottlenecks or areas requiring intervention.