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Operations and Service Excellence Lead

4 weeks ago

Singapore Careers@Gov Full time
Job Title: Operations and Service Excellence Lead

At the Singapore Aviation Academy, we are seeking an experienced Operations and Service Excellence Lead to join our team. As a key member of our operations team, you will be responsible for developing and implementing operational systems, policies, and procedures to streamline our operations and ensure high levels of operational efficiency and service delivery.

Key Responsibilities:

  • 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
  • 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

Requirements:

  • 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 organisational 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.