Manager / Senior Manager (Operations and Service Excellence)
Singapore
Permanent
Full-time
21 days ago
[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.[What you will be working on]As Manager/ Senior Manager (Operations and Service Excellence), you will:Lead initiatives to improve customer service quality and satisfaction including benchmarking best practices in operations and service from across sectors and developing suitable operations and service model for SAA, utilising both human interaction and digital toolsDevelop and implement operational systems, policies and procedures to streamline SAA’s operations, establish service standards and monitor customer feedback and SAA teams’ performance to achieve high levels of operational efficiency and service deliveryManage and oversee the daily operations of SAA to ensure smooth day-to-day operations and quality service delivery to SAA’s trainees, high level visitors and guests, and address operational and service-related issues promptlyWork with internal and external stakeholders to deliver excellent customer service to SAA’s course participants, guests and visitors[What we are looking for]At least 5 years of relevant operations and service 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 environmentPossess 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.