Executive/ Senior Executive, Service Transformation

2 weeks ago

Singapore SMRT Corporation Ltd Full time
Executive/ Senior Executive, Service Transformation and Recognition

Job Purpose
Execute service campaigns and recognise colleagues for good service excellence efforts through awards and recognition.

Responsibilities

Campaigns & Communication

  • 1. Run service transformation campaigns and events to rally staff in demonstrating good service deeds.
  • Planning campaign mechanics and executing campaign
  • Developing communication for campaigns
  • Monitoring campaign performance
  • 2. Coordinating stakeholder for Rail Ops for Adopt-AStation Programme, Kinder Learning Journey, Commuter Appreciation for Staff
  • 3. Collaborate with various stakeholders for service outreach as and when required.
  • Example: Appreciating caring commuters and updates to Public Transport Council, host guests at Rail Discovery Centre, liaise with LTA, Singapore Kindness Movement and other agencies for various service initiatives

Awards & Recognition

  • 1. Managing all SMRT internal and external service awards at three different levels (Rail Ops, Trains, and Corp)
  • 2. Being the main POC for Rail Operations and working with Service Representatives from various divisions to ensure submissions for Trains Awards and other external awards
  • 3. Tracking and crafting of Letters of Appreciation/ Commendation
  • 4. Developing an internal database to store information of staff's awards, LOA/ LOC, service stories for easy retrieval of stories for award submissions
  • Internal Awards
  • Chairing Quarterly Trains Awards Committee, planning and executing award ceremony, working with 10 team members to ensure success of event
  • External Awards
  • Shortlisting compelling service stories and develop writeups as submissions to external awards: EXSA, TGA, STA, LTEA
  • Coordinating with external agencies such as LTA, Singapore Tourism Board and Singapore Kindness Movement to ensure smooth execution of award ceremonies for National Kindness Award
  • Transport Gold, Singapore Tourism Award and others.
  • Coordinating with external stakeholders on the qualifying criteria and award entry requirements and be timely in submissions

Service Champion Engagement

  • 1. Overseeing Frontline Service Champions Programme
  • Managing performance of service champions through tracking of service story submissions, service improvement projects etc
  • Planning and coordinating engagement, graduation, checkin, and inauguration sessions
  • Ensure success of programme and motivating Service Champions

Service Excellence Training

  • 1. Managing CARE Programme and Red-Teaming for NSEWL Station Ops
  • Liaising with Service Operations Manager and Head Service Excellence on performance of staff
  • Scheduling red-teaming of staff and presenting to Station Ops Management

Other Duties

  • 1. Secretariat duties for various division and department meetings
  • Supporting other functions of the department as and when required (service training, developing ad-hoc service scripts)

Qualifications & Work Experience

  • Minimum degree in Marketing, Business Administration, Mass Communication or other relevant disciplines
  • At least 2 years work experience in marketing, corporate strategy and/or planning role, preferably in the service industry
  • Copywriting and basic design skills to develop content for internal social media, videos, posters
  • Experience in Customer Experience transformation, process design (eg. design thinking, customer journey mapping) will be a bonus

Skills

  • Effective writing, speaking and presenting skills
  • Meticulous attention to details with excellent planning and coordination skills
  • Multitasker with demonstrated abilities to manage tight timelines and crossfunctional teams
  • Resourceful and able to work with internal and external stakeholders
  • Good disposition and serviceoriented mindset
  • Proficient in Microsoft Office suite

SMRT Trains Ltd was incorporated in 1987 and operates Singapore's first mass rapid transit system. Today, we manage and operate train services on the North-South Line, East-West Line, the Circle Line, the Thomson-East Coast Line, and the Bukit Panjang Light Rail Transit. With over 5,000 employees, more than 250 trains, and 141 km of rail tracks across 108 stations, we serve millions of commuters daily.

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