Strategic Service Excellence Lead

3 weeks ago

Singapore Careers@Gov Full time
Service Design and Experience Lead

As a Senior Executive of Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders including learners, both in-flight and potential enrolees, industry partners and members of the public are provided with an optimum experience with NYP.

Key Responsibilities
  • Developing professionals with basic technical knowledge and understanding of NYP.
  • Solve a range of non-routine problems using standard procedures or through practices and precedence.
  • Analyse possible solutions using standard procedures.
  • Receive moderate level of guidance and direction from others.
  • Has an extensive amount of practical knowledge on a range of processes, procedures and systems gained through experience and is able to contribute ideas for process improvements.
  • Provide support to new team members.
  • Act as informal resource for junior colleagues.
  • Conduct regular communication using tact and diplomacy.
  • Contribute to poly-wide/department-wide events or activities.

Requirements
  • Tertiary qualification, preferably in Communications, Customer Service, or a related field.
  • 1-3 years of experience in customer service, case management or operations.
  • Experience in handling multiple communication channels (email, phone, in-person) as well as digital channels and managing priorities effectively.
  • Demonstrate care and empathy in understanding customers' underlying needs and going the extra mile to assist.
  • Experience in handling case inquiries and customer complaints independently.
  • Analytical skills to make sense and solve complex issues.
  • Basic data analysis skills, with experience using customer service data to track KPIs and identify trends.
  • Proficiency in data analytics tools (e.g., Microsoft Excel, Power BI) and generating insights.
  • Familiarity with service design principles and customer journey mapping.
  • Strong communication (both written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
  • Detail-oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines.
  • Ability to collaborate effectively in a team environment and contribute to service innovation projects.

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