Assistant Director
2 weeks ago
**Quality Assurance Unit**:
The purpose of the position is three-fold:
- Enhance the quality of products and services in SUSS to spearhead the University’s vision of being a leading university for social good, deliver high standards of tertiary learning experiences, and enable future growth of student enrolment by building the University’s reputation for quality;
- Drive continual productivity improvement through the use of technology, process re-engineering, organisational change management, and working culture development across University departments so as to raise cost and resource efficiency, and
- Grow a culture of continual quality improvement across all University business units and departments, and equip staff to analyse problems and opportunities, formulate and test solutions, and implement sustainable change.
- Developed and implement a framework for Quality, Productivity and Customer Satisfaction Improvement, that achieves SUSS’s business goals.
- Equip staff and departments with the relevant tools, skills and project management capabilities (e.g., Six Sigma, Kaizen, Design Thinking, Customer Experience Mapping) to undertake Quality, Productivity and Customer Satisfaction Improvement, effectively.
- Identify strategic areas of Quality, Productivity and Customer Satisfaction Improvement, with management to focus inter-departmental and organisational wide change management.
- Plan, facilitate and manage the progress of Quality, Productivity and Customer Satisfaction, programmes, projects, prototypes and experiments with stakeholders;
- Set and monitor strategic improvement goals with clear contributions to business outcomes, customer satisfaction, and risk management.
- Undertake stakeholder and customer engagements comprehensively to ascertain areas and opportunities for improvements on a variety of consultation platforms (e.g., face-to-face focus groups, surveys, social network feedback).
- Secure buy-in and participation by staff across all levels in Quality, Productivity and Customer Satisfaction, through various project showcases, engagement platforms (e.g., Hackathons), and reward and recognition schemes.
- Secure resources and facilitate mainstreaming of Quality Improvement, Productivity and Customer Satisfaction initiatives across all relevant departments and business units.
- Serve as the University’s Quality Service Manager providing a single source of contact for customer feedback and service recovery. The Quality Service Manager will coordinate one-stop customer assistance with high standards of service response with all relevant stakeholders. The Quality Service Manager will also work closely with the Communications Department to address and manage adverse public queries and media reports.
**Job Requirements**:
- At least 10 years of working experience in Quality and Productivity Improvement or Customer Service.
- Knowledge and demonstrated skills in the use of various relevant improvement tools.
- Experience with inter-departmental change management and project management.
- Experience in undertaking stakeholder and customer engagement, and translating these insights to inform strategic improvement opportunities.
- Has a strong internal stakeholder and customer service orientation, and enjoys working in group projects.
- A clear and empathetic communicator who can manage difficult relationships and emotions.
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