Lead Service Excellence Specialist

2 weeks ago


Singapore Careers@Gov Full time

About the Role


The Singapore Aviation Academy (SAA), part of the Civil Aviation Authority of Singapore (CAAS), is seeking a seasoned Operations and Service Excellence Lead to drive operational efficiency and deliver exceptional service experiences for its trainees, high-level visitors, and guests.


Your Key Responsibilities



  • Benchmark best practices in operations and service from across sectors and develop a tailored operations and service model for the new SAA, leveraging both human interaction and digital tools.
  • Develop and implement operational systems, policies, and procedures to streamline SAA's operations, establish service standards, and monitor team performance for high levels of operational efficiency and service delivery.
  • Oversee the daily operations of the Academy to ensure smooth day-to-day operations and quality service delivery to all stakeholders.
  • Collaborate with internal and external stakeholders to manage training facilities, equipment, and resources effectively, delivering excellent customer service to course participants, guests, and visitors.
  • Manage customer and guest relations, resolving operational and service-related issues promptly and professionally.

Your 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 all stakeholders.
  • Excellent organisational skills, action-oriented, attention to detail, and the ability to manage multiple priorities in a dynamic environment.
  • Possess excellent communication and interpersonal skills, exceeding expectations of customers at all levels, including senior international guests.
  • Strong leadership ability to engage internal and external stakeholders and build effective teams.

Your Appointment Designation will be 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. Estimated annual salary range: SGD $120,000 - SGD $180,000 based on location and industry standards.


We offer a competitive compensation package that includes a generous salary, comprehensive benefits, and opportunities for career growth and development.


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