Senior Manager

**What the role is**
- At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovation, fun and meaningful sporting experiences.
Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character ad builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport.
Sport Singapore is constantly on the lookout for individuals who are passionate about what they do.
Anchored in our values of Passion for Sport, Strength through Teamwork and Care for People, we believe in working and playing, not just as a team, but as a family.

**What you will be working on**
- The incumbent is responsible to build positive customers experiences (online and offline) through high standards of customer service and members’ engagement at ActiveSG physical touchpoints and membership and facility booking systems, leveraging on data analytics and insights to continuously innovate to meet customer demands and needs.
Role & Responsibilities
- Engage internal and external stakeholders to ensure efficient delivery of services to the citizen.
- Establish the multi-year plan on key focus areas and deliverables with the aim to improve on the Net Promoter Score.
- Manage senior management expectations and address the concerns immediately.
- Establish the framework and standards of the annual service audit and implement the audit to ensure targeted service levels are met.
- Review the results of the annual service audit and establish the plan to address gaps and shortfalls.
- Work closely with the appointed vendor to ensure that the stipulated response times and service standards through multiple contact channels are met.
- Establish structure of tracking and monitoring to ensure efficiency and efficacy of contact centre.
- Ensure daily reporting on tracked fields as per agreed upon reporting structure.
- Utilise data analytics to predict and identify feedback trends and patterns and develop capability to project and solve issues before feedback arises.
- Develop new policies with reference to SportSG’s service needs, benchmarked in accordance with industry’s best practices and aligned with relevant IM guidelines.
- Review existing policies to ensure relevance, robustness and up-to-date procedures in alignment to IM guidelines and propose enhancements, if any.
- Engage key stakeholders (e.g. Legal department) to seek views and buy-ins for the proposed new policies or enhancements to the existing policies.
- Propose recommendations to the Senior Management and seek endorsement for new/enhanced policies.
- Lead and work closely with the project team to kick start ideation, drive procurement, project management and delivery of new system or enhancements to existing system(s).
- Work closely with the project team (including ICT and outsourced vendors) to ensure smooth operation of the feedback management systems.
- Identify operational risks and assess impact on business operations. Where applicable, strengthen processes for the audit of the systems.
- Ensure system processes are in compliance with the established guidelines (internal and IM).
- Work closely with PSD on WOG feedback system to enable systematic tracking structures.
- Identify and drive continuous process and service innovation initiatives in the division and organisation.
- Engage team to validate the proposed areas of improvements and map out required actions needed to execute the changes.
- Establish guidelines and other corporate administration policies on Service Innovation
- Ensure team meet the stipulated service levels and established KPIs.
- Assist team in managing customers’ expectations for requests that fall outside the guidelines or requests that are unique.
- Prepare and/or analyse data and statistical reports for the purpose of Management reporting.
- Ensure processes executed are well aligned with SportSG’s internal guidelines and IM guidelines.
- Revamp and transform the job roles so that Sport Centre staff are able to deliver high quality service.
- Provide coaching and guidance to the team to equip them with the relevant know-how in order to execute the tasks assigned.
- Encourage team to adhere to the discipline standards set, perform to their best ability and inculcate in SportSG’s values in them.
- Prepare customised training materials and conduct trainings/briefing sessions to the relevant teams.
- Manage the budget and to ensure that all approved projects are delivered within the budget approved.

**What we are looking for**
- We are looking for self-motivated individuals who value integrity, teamwork and take pride in going the extra mile to provide excellent service to stakeholders and the community. This individual should be a sport advocate through living an active lifestyle and staying a