Manager, Service Excellence Office

1 week ago


Singapore NLB National Library Board Full time

[What the role is]

The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore.

At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.

We can offer you:

- A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
- An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
- An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

[What you will be working on]

You will support the daily operations within the Service Excellence Office which is a critical nerve centre within the organization, being the main touch point for the public.
- Support the team in their data analytics, communication, approach, and response to customers’ enquiries and escalate cases where necessary
- Provide support for the implementation and execution of service transformation initiatives (e.g. Channel Migration Project, Interactive Voice Response (IVR) system and chatbot)
- Partner stakeholders to drive a culture of service excellence (e.g. programmes, recognition)
- Handle existing and new channels to engage customers and work closely with internal stakeholders to ensure smooth implementation of the channels
- Maintain oversight across touchpoints to champion and drive service innovation as well as working with stakeholders on UI/UX design
- Drive the development of processes and strengthen team’s capability to facilitate channel migration from traditional modes to digital channels (e.g. Chatbots).
- Working closely with SEO team and across NLB to implement transformation projects that are guided by service analytics and contribute to building capability among other officers on how service analytics supports service transformation.
- Assist in the preparation and analysis of service quality-related reports for updates to management and other parties as required
- Gather areas for improvements and enhancement, from audits, surveys and analysis.
- Monitor and analyze quantitative and qualitative service performance measurements (i.e. volume of enquiries and feedback) of the various service channels, to ensure services are within standards

**[What we are looking for]**
- Tech-savvy, data driven and passionate for transformation
- Good communication skills (written and spoken)
- Strong team player, good leadership, and networking skills
- Meticulous, analytical, patient and has a positive mindset
- Keen learner and ready to take on challenges



  • Singapore CYCLE & CARRIAGE INDUSTRIES PTE. LIMITED Full time

    Cycle & Carriage Industries Pte. Ltd. is a leading automotive group in Singapore, retailing Mercedes-Benz, Mitsubishi, Kia, and Citroën passenger cars and commercial vehicles. We are seeking a skilled Service Excellence Officer to join our team.Job Description:As a Service Excellence Officer, you will be responsible for providing top-notch customer service,...


  • Singapore AIR SINO-EURO ASSOCIATES TRAVEL PTE. LTD. Full time

    About the Role:We are looking for a dynamic Customer Service Manager to lead our customer service team. The ideal candidate will have extensive experience in the travel industry and possess excellent communication and problem-solving skills.Key Responsibilities:Develop Client Relationships: Foster strong relationships with clients by providing them with...


  • Singapore CENTRAL PROVIDENT FUND BOARD Full time

    The Central Provident Fund Board is committed to developing individuals who are inspired to do their life's best work. As the Service Excellence Manager, you will contribute to the Board's mission by overseeing Service Excellence & Systems Management for the Customer Relations Group.">Review, analyse, and track CUG's Key Performance Indicators (KPIs) while...


  • Singapore Moody's Investors Service Full time

    Moody’s Singapore is looking for an independent self-starter with a positive, can-do demeanor to lead all aspects of the effective and efficient operation of all facilities and administrative functions in the Singapore office. The role will provide high-level administrative support to several senior managers, oversight of the administrative staff, and...


  • Singapore UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...


  • Singapore Office Secretaries Full time

    **Responsibilities** - As a Client Services Officer, you will be responsible for managing our front desk and offer a variety of administrative support across our practice. Multi-tasking is essential in this role, it requires the ability to juggle and prioritize even when under time pressure, including the following: - Coordinate front-desk activities,...


  • Singapore SELECT SERVICE PARTNER SINGAPORE PTE LTD Full time

    **Job Responsibilities - Work with market operation leads to define Operations Excellence in Asia Pacific in the areas including but not limited to Shift Leadership, Unit processes, Health & Fire Safety and Customer Service - Develop and adapt processes and tools to achieve Operations Excellence in each of these areas and implement through local operations...

  • Office Manager

    3 days ago


    Singapore Office Secretaries Full time

    **Responsibilities**: - Administration- Manage day-to-day office administrative operations - Work closely and provide assistance to functional directors and managers in regional offices - Review administration team resources and job assignments - Implement Lawyers’ Manual, Staff Manual and other Firm-wide policies - Produce office improvement plans -...


  • Singapore SELECT SERVICE PARTNER SINGAPORE PTE LTD Full time

    Work with market operation leads to define Operations Excellence in Asia Pacific in the areas including but not limited to Shift Leadership, Unit processes, Health & Fire Safety and Customer Service - Develop and adapt processes and tools to achieve Operations Excellence in each of these areas and implement through local operations teams - Lead the...


  • Singapore UNITED PARCEL SERVICE Full time

    Explore your next opportunity at a Fortune Global 500 organization. Envision innovative possibilities, experience our rewarding culture, and work with talented teams that help you become better every day. We know what it takes to lead UPS into tomorrow—people with a unique combination of skill + passion. If you have the qualities and drive to lead yourself...


  • Singapore GRAND HYATT SINGAPORE Full time

    **Service Excellence**The Grand Hyatt Singapore is committed to delivering exceptional service to our guests, and we are seeking a highly skilled Service Excellence Manager to join our team. As a key member of our Rooms Division team, you will play a critical role in ensuring that our guests have an outstanding experience during their stay with us.The...

  • Office Manager

    6 days ago


    Singapore OFFICE SECRETARIES PTE. LTD. Full time

    **Responsibilities**: Administration - Manage day-to-day office administrative operations - Work closely and provide assistance to functional directors and managers in regional offices - Review administration team resources and job assignments - Implement Lawyers’ Manual, Staff Manual and other Firm-wide policies - Produce office improvement plans -...


  • Singapore GLOBAL WATCH SERVICE CENTRE PTE. LTD. Full time

    **Duties & Responsibilities** Ø Ensure high standards and excellence in customer service experience for all enquiries’ Ø Attend to enquiries of customers: walk-in, call-in, write-in on online platforms Ø Attend to customers check-in watches Ø Process document for check-in and take photographs of check-in watches Ø Liaise with Chief Technician for...


  • Singapore JR F&B CONCEPTS PTE. LTD. Full time

    Role Summary:The Service Excellence Manager will be responsible for leading the entire food services operations, ensuring seamless execution and addressing any operational-related matters. This role requires strong leadership skills, excellent communication abilities, and a deep understanding of the food services industry. The ideal candidate will possess a...


  • Singapore Private Advertiser Full time

    About the Position:">We are seeking a highly skilled Client Service Officer to join our team at Private Advertiser. The successful candidate will be responsible for delivering exceptional service to our partner brands, managing customer inquiries, and contributing to the continuous improvement of our Quality Management System.">About You:">To be successful...


  • Singapore FAR EAST HOSPITALITY MANAGEMENT (S) PTE. LTD. Full time

    FAR EAST HOSPITALITY MANAGEMENT (S) PTE. LTD. invites applications for the role of Service Excellence Associate. As a member of our front office team, you will play a vital role in ensuring that our guests receive exceptional service throughout their stay.Your key responsibilities will include:Delivering Exceptional Service: Provide warm and welcoming...


  • Singapore EXCELLENCE SINGAPORE ADVISORY PTE. LTD. Full time

    Job Description:As a Financial Services Manager at EXCELLENCE SINGAPORE ADVISORY PTE. LTD., you will be responsible for managing a portfolio of clients to ensure timely filings and submissions. This role requires strong analytical skills, excellent communication abilities, and a keen eye for detail.Schedule & Manage:Develop and implement plans to achieve...


  • Singapore QUESS SINGAPORE Full time

    Quess Singapore is a leading market leader in the Asia Pacific and global markets, contributing to society through science and technology.The company has a strong presence in over 18 countries, specializing in Analytical & Measuring Instruments and Medical Systems.The ideal candidate for the role of Service Excellence Manager will have a proven track record...


  • Singapore Excellence SG Full time

    Fulltime - Singapore **Roles & Responsibilities**: - Establish new customer base in the region. - Servicing existing customers. - Continuously identifying, develop and explore new business opportunities with all customers to achieve continuous growth. - Follow up closely on sales enquiries and quotation submitted - Perform other ad-hoc duties as...


  • Singapore EXCELLENCE SINGAPORE ADVISORY PTE. LTD. Full time

    Role Profile">We are seeking an experienced and skilled Admin Executive to join our team at EXCELLENCE SINGAPORE ADVISORY PTE. LTD.">This role offers an exciting opportunity to work in a dynamic environment and contribute to the success of our organization.">Key Responsibilities">The successful candidate will be responsible for:">">Providing administrative...