Manager, Service Experience

2 weeks ago

East Region, Singapore CERTIS GROUP - GHR Full time $90,000 - $120,000 per year

Duties & Responsibilities

  • Map, analyse, and enhance end-to-end customer and stakeholder journeys across all touchpoints to ensure a seamless and consistent service experience. This includes leveraging design thinking methodologies to ensure a human-centric approach in all initiatives.
  • Establish robust customer service standards, guidelines, and processes in collaboration with business units and partners. Frameworks should be consistent in parameters while flexible enough to allow tailored customisation for each unique service journey.
  • Partner with internal teams and external stakeholders to align service delivery strategies with organisational goals.
  • Design, own, and facilitate engaging training sessions to build the capabilities of front-line staff, supervisors, and managers in delivering exceptional service.
  • Track service KPIs, analyse feedback, and implement improvements to elevate the overall service experience. This includes, but is not limited to, organisational service metrics, training evaluations, and other relevant data points.
  • Serve as a role model and change champion, motivating teams to embrace customer-centric behaviours and standards, while introducing innovative, world-class practices into the organisation.

Skills & Experience

  • Minimum 5 years' experience in customer service, service design, or training / facilitation.
  • Proven ability to map, design, and optimise customer journeys, preferably with experience in applying design thinking principles.
  • Strong capability in designing, delivering, and evaluating impactful training programs for diverse audiences.
  • Demonstrated success in working cross-functionally with multiple business units and external partners to achieve shared outcomes.
  • Ability to inspire teams, drive a culture of service excellence, and introduce innovative, world-class practices to enhance service delivery.
  • Strong ability to plan, execute, and manage multiple service improvement projects simultaneously, ensuring timely delivery, quality outcomes, and alignment with organisational priorities.
  • Having a WSQ Advanced Certificate in Learning and Performance (ACLP) is a plus.
  • Bachelor's degree in Business, Hospitality, Customer Experience, Training, or a related field.

  • Manager/Senior Manager

    2 weeks ago

    East Region, Singapore Public Service Division Full time $80,000 - $120,000 per year

    [What the role is]To ensure that CAAS continues to be a high-performing and future-ready organisation, we are digitally transforming the way CAAS staff work using new digital tools and services, and how the public engages with CAAS through citizen-centric e-services.[What you will be working on]We are looking for strong and dynamic candidates to be part of...

  • Quantity Surveyor Cum Architects

    1 week ago

    Jurong East, Singapore HR MANAGER Full time $80,000 - $120,000 per year

    Quantity Surveyor Cum ArchitectsQuantity Surveying:· Review construction plans and preparing quantity requirements.· Projecting cost estimates on various materials needed for a project.· Coordinating with Site Managers, Site Engineers, and other team members to ensure the project is on time and on budget.· Preparing contracts, legal tender documents,...

  • Manager / Senior Manager (International Relations)

    2 weeks ago

    East Region, Singapore Public Service Division Full time $120,000 - $180,000 per year

    [What the role is]The role of the Manager / Senior Manager (International Relations) is to provide policy recommendations, plan and execute events and collaboration initiatives to engage and other countries and international organisations.[What you will be working on]Providing policy recommendationsContribute to the development of IR policies and strategies...

  • Customer Experience Officer

    1 week ago

    East Region, Singapore Simba Telecom Pte. Ltd. Full time $30,000 - $60,000 per year

    We are looking for energetic Customer Service Representatives to help us distribute our products and attend to our customers. This role is ideal for people who want to get a better understanding of the retail aspect of the Telecommunications Industry. Training will be provided for the role.The key duties and responsibilities of the role include (but are not...

  • Experience Manager

    18 hours ago

    Central Region, Singapore BYD by 1826 Pte Ltd Full time $3,000 - $60,000 per year

    About Us:At BYD by 1826, we're passionate about delivering extraordinary dining experiences in a vibrant and welcoming atmosphere. As a leading name in the hospitality industry, we pride ourselves on our exceptional service and delicious menu offerings. If you're looking to kickstart your career in the F&B industry and thrive in a supportive, fast-paced...

  • Customer Experience Specialist

    3 days ago

    East Region, Singapore TDCX Singapore Full time $30,000 - $60,000 per year

    Enable your futureAt TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.Top Reasons to work with TDCXAttractive...

  • Service Delivery Manager

    2 weeks ago

    East Region, Singapore AVALOQ SOURCING ASIA PACIFIC (SINGAPORE) PTE. LTD. Full time $80,000 - $120,000 per year

    Company DescriptionFounded and headquartered in Switzerland, Avaloq is continuously expanding its global footprint with around 2,500 colleagues in 12 countries, and more than 170 clients in 35 countries. We are an industry-leading provider of wealth management technology and services for financial institutions around the world, including private banks and...

  • Service Sales Manager

    3 days ago

    East Region, Singapore Huawei International Pte. Ltd. Full time $60,000 - $120,000 per year

    Responsibilities:Responsible for Huawei service solution sales and new service bidding project.Identify customer business pain points and requirements through collaboration with customers (insight into customers and installed base operations), and explore specific professional service leads and opportunities.Understand customer pain points and requirements,...

  • Assistant Projects and Engagement Executive

    7 days ago

    East Region, Singapore SAFRA National Service Association Full time $40,000 - $60,000 per year

    Job PurposeTo enhance member engagement and satisfaction by planning, organizing, and executing a wide range of lifestyle, social, and sporting events, activities, and courses at the club. This role is responsible for delivering high-quality experiences aligned with the SAFRA brand, ensuring smooth operations of club facilities, supporting interest groups,...

  • Service Experience Ambassadors Needed

    2 weeks ago

    Central Region, Singapore PERSOL Full time $20,000 - $25,000 per year

    Job Duties:Welcome visitors warmly and provide excellent service according to standard operating proceduresManage reception counter such as ticketing services, and enquiries (Walk-ins, calls, emails), attendance taking (based on time-slots)Roving duties to support visitor engagement across various exhibition spacesProactively collect feedback from visitors...