Current jobs related to Senior/Lead Executive - Singapore - Public Service Division
-
Senior Executive
1 week ago
Singapore Sea-lead Full timeSenior Executive - Business Process Management Department: Business Process Management Experience required: 2 - 4 years Job title: Business Process team Grade: (Specify Grade)Department: Business Process Management Direct reports: N/A Reporting to: (Specify Supervisor)Dotted line reporting: N/A Job purpose: The Business Process team supports and coordinates...
-
Senior Manager Equipment Management
1 week ago
Singapore Sea-lead Full timeSenior Manager or General Manager – Equipment Management We are hiring on behalf of our client, a leading global container liner company, for the position of Manager Equipment Manager OR General Manager - Equipment Management based in Singapore. Department: Equipment Management Grade: G or H Reporting to: Global Director – Equipment Management Direct...
-
Senior Financial Controller
3 weeks ago
Singapore Space Executive Full timeOverview Senior Financial Controller (10 to 15 years exp) – Leading FinTech Group. This is a high-impact leadership role with broad oversight of group financial reporting and compliance, and a key contributor to the company's future U.S. IPO readiness. The role offers significant visibility with senior leadership and cross-functional stakeholders. ...
-
Executive Equipment Management
1 week ago
Singapore Sea-lead Full timeWe are hiring on behalf of our client, a leading global container liner company, for the position of Executive- Equipment based in Singapore. Department: Equipment Management Grade: C Reporting to: Direct reports: None Job purpose: Equipment Management to manage the Company’s shipping container fleet and accomplish day-to-day tasks related to container...
-
Senior Financial Controller
1 week ago
Singapore Space Executive Full timeOverview Senior Financial Controller (10 to 15 years exp) – Leading FinTech Group. This is a high-impact leadership role with broad oversight of group financial reporting and compliance, and a key contributor to the company’s future U.S. IPO readiness. The role offers significant visibility with senior leadership and cross-functional stakeholders. ...
-
Senior Project Manager
1 week ago
Singapore Executive Integrity Full timeJob title: Senior Project Manager - ERP Solutions Location: Singapore Who are we recruiting for?Our client is ahighly successful ERP solutions provider, delivering their industry's most innovative enterprise software across large projects around the world. With a strong and growing client base in South East Asia, they seek an experienced and reputable...
-
Senior Project Manager
1 week ago
Singapore Executive Integrity Full timeJob title: Senior Project Manager - ERP Solutions Location: Singapore Who are we recruiting for? Our client is ahighly successful ERP solutions provider, delivering their industry's most innovative enterprise software across large projects around the world. With a strong and growing client base in South East Asia, they seek an experienced and reputable...
-
Executive Cargo Flow Management
1 week ago
Singapore Sea-lead Full timeMaria Christina Gunawan – Senior Manager, Cargo Flow Management Direct reports: None Job Purpose: Responsible for coordinating cargo flow and allocations, ensuring maximum utilization of vessels based on commercial priorities and optimal customer care. Establish and maintain a highly professional relationship with stakeholders within the organization,...
-
Corporate Planning
3 days ago
Singapore Space Executive Full timeCompany Overview: Our client is a strategic investment platform focused on driving innovation and supporting high-growth businesses across multiple sectors in Singapore. With a growing portfolio and strategic mandate, the firm is seeking a Corporate Planning & Strategy Lead to strengthen its business planning and corporate development efforts as it...
-
Senior Human Resources Manager
5 days ago
Singapore Space Executive Full timeThe Senior Manager, Human Resources plays a pivotal leadership role in shaping and executing the HR strategy in alignment with the organization’s vision and goals. Partnering closely with senior management, this role drives a wide spectrum of HR initiatives to build a high-performing workforce and an engaging, inclusive culture. This position requires a...

Senior/Lead Executive
2 weeks ago
[What the role is]
As a Senior Executive/Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring our diverse stakeholder groups including current and prospective learners, industry partners and the public are provided with optimal experience in NYP. Your role will encompass implementing effective service solutions with service design thinking perspective and business process reviews. The role also involves managing both enquiries and complex cases such as complaints, feedback, and quality service matters. The ideal candidate will balance strategic planning with operational efficiency, demonstrating exceptional written communication and good analytical skill to uphold NYP's service standards and to foster positive relationships with diverse stakeholder groups.[What you will be working on]
Main Responsibilities
Service Design Support & Process Improvement
- Contribute to mapping customer journeys across various service touchpoints and identifying pain points or inefficiencies in the current service workflow to suggest improvements to streamline the customer experience.
- Actively contribute insights from case management and customer interactions to enhance service delivery and experience management by the center and to help ensure customer needs are accurately reflected in the design of new services.
- Co-lead and collaborate with team members to standardise service processes and protocols to ensure consistency in service delivery across multiple channels. Suggest best practices to enhance process efficiency and quality.
- Identify patterns in customer enquiries and service performance. Use analytics to support data-driven decision-making in suggesting areas of improvement or resource allocation adjustments.
- Track key service delivery metrics and conduct basic analysis of service-related data with data analytics tools such as Excel or Power BI.
- Conduct basic analysis of service-related data and use data to highlight service bottlenecks or areas requiring intervention.
Case Management and Service Operations
- Manage day-to-day operations of customer service & engagement seamlessly between physical (e.g. service centre) and digital touchpoints (e.g. contact centre, live chat, chatbot) to ensure satisfaction and complete the interaction process.
- Apply a strategic mindset coupled with resourcefulness and meticulous attention to detail, to conduct comprehensive case analyses. Perform joint case management with internal stakeholders to identify solutions for cases arising from complaints, appeals, or issues to identify systemic problems, and determine strategies to prevent future occurrences.
- Coordinate replies with inputs given by the internal stakeholders according to NYP and PSD SOPs and service standards.
- Review draft replies for cases that need to be fronted by QSM's Office.
- Capture and maintain accurate records of all customer interactions in the case management system, ensuring data is current and compliant with governance policies.
[What we are looking for]
- Relevant qualification in Business, Communications, Customer Service, or a related field.
- 3-5 years of experience in service design, service operations and case management.
- Strong verbal and written communication skills are highly essential to manage complex, sensitive and quality service manager (QSM) related cases.
- Prior experience in working on process improvement or service design project would be an added advantage.
- Proficiency in MS Office apps and/or Power BI to contribute to data-driven service process review.
- Demonstrates strategic thinking, meticulous attention to details, resourcefulness, complemented with an innovative mindset that contributes to service innovation projects.
- Possess effective interpersonal skills and organisational skills, enabling effective collaboration and influence across teams to drive service improvements with both internal and external stakeholders.
#LI-Onsite