Lead Executive, Centre for Service Excellence

[What the role is]

As a 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 conducting business process reviews, coordinating and managing awards administration, planning and managing NYP-wide events, and developing innovative engagement strategies. 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 skills to uphold NYP's service standards and to foster positive relationships with diverse stakeholder groups.

[What you will be working on]

Data Analytics and Reporting

• Track key service delivery metrics and perform monthly analysis of service-related data (e.g., inquiry volumes, common issues, peak periods) using tools like Excel or Power BI. Generate reports and visualizations to support operational insights.

• Identify trends in customer inquiries and service performance, such as recurring issues or seasonal spikes in inquiries. Leverage analytics to support data-driven decision-making within the service design team, proactively recommending process improvements or resource allocation adjustments based on factual insights derived from customer service data.

• Build and maintain data architecture and analytics solutions by translating strategy into technical frameworks, building data pipelines and models, and developing tools such as AI/ML applications, dashboards, and text analytics.

• Ensure data integrity and foster innovation by maintaining data quality and security, prototyping new analytics solutions, and training team members in data tools and methods.

Service Design Support & Process Improvement

• Contribute to mapping customer journeys across various service touchpoints, identifying pain points and inefficiencies in the current service workflow, and recommending improvements to streamline the customer experience.
• Actively provide insights from case management and customer interactions to enhance service delivery and experience management by the Centre, ensuring that customer needs are accurately reflected in the design of new services.
• Co-lead and collaborate with team members to standardise service processes and protocols, ensuring consistency in service delivery across multiple channels. Recommend best practices to enhance process efficiency and service quality.

Case Management and Service Operations

• Manage day-to-day customer service and engagement operations seamlessly across physical (e.g., service centre) and digital touchpoints (e.g., contact centre, live chat, chatbot) to ensure satisfaction and completion of the interaction process.
• Apply a strategic mindset, resourcefulness, and meticulous attention to detail to conduct comprehensive case analyses. Collaborate with internal stakeholders on joint case management to resolve issues arising from complaints, appeals, or other concerns, identify systemic problems, and develop strategies to prevent future occurrences.
• Coordinate responses using inputs from internal stakeholders, ensuring alignment with NYP and PSD SOPs and service standards.
• Review draft responses for cases that need to be escalated to the 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 qualifications and a proven track record with a minimum of 3–5 years of experience in project management and data analytics. Experience in event planning will be an added advantage.
• Strong written and verbal communication skills, complemented by excellent interpersonal abilities to interact effectively with internal and external stakeholders.
• 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 mindset with the ability to translate data into actionable insights.
• Adaptability and innovative thinking in a rapidly changing environment, with passion for continuous learning and improvement.
• Strong stakeholder management skills and experience collaborating across diverse groups.
• Detail-oriented with excellent organisational skills, and a commitment to continuous improvement and meeting deadlines.
• Effective team player with the ability to contribute to service innovation projects.
• Proficient in data analytics tools (e.g., Microsoft Excel, Power BI) for generating insights.
• Skilled in digital tools and platforms for content creation and process automation.