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Service Excellence Manager

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Singapore beBeeCustomer Full time $80,000 - $120,000
Job Summary:

As a dedicated professional, you will be responsible for driving customer experience and service quality initiatives. Your expertise in consolidating data, analyzing feedback, and enhancing customer journey will make a significant impact on our organization.

Key Responsibilities:

• Consolidate, record, and analyze data to align service quality with customer expectations.
• Improve and enhance customer experience lifecycle using customer service insights.
• Evaluate and improve service delivery work processes.
• Research and innovate in customer experience and service delivery.
• Conduct market research to identify trends and provide actionable insights.
• Develop service excellence initiatives, frameworks, and action plans.
• Conduct internal performance reviews of stakeholders and identify areas for improvement.
• Review and improve internal work processes to enhance operational efficiency.
• Implement change management processes to improve productivity.
• Manage projects related to service excellence, quality control, and training delivery.
• Communicate and collaborate with cross-functional teams to administer and monitor service delivery projects.
• Respond to stakeholder enquiries related to training and project matters.

Requirements:

• Degree holder, preferably Hospitality or Hotel Management.
• Advanced Certificate in Training & Assessment (ACTA) or equivalent training qualification preferred.
• Minimum of 3 years' training experience in a food establishment within a hotel, resort, or reputable food chain/dining group.
• Proven experience in designing and delivering stand-up training programs tailored to business needs.
• Ability to support and manage talent development programs at a cluster or corporate level.
• Experienced in quality assurance or service excellence functions.
• Strong cross-cultural awareness and interpersonal skills.
• International mindset for effective collaboration across diverse teams and hierarchical levels.
• Capable of handling projects and delivering presentations to middle management and senior stakeholders.
• Proficient in Microsoft Office applications.
• Experienced in data analysis to support decision-making and improvement initiatives.