Executive/Snr Executive/Asst Manager Ground Experience Development

4 weeks ago


Singapur, Singapore Singapore Airlines Full time

Job Description

The successful candidate will join the Customer Services & Operations (CSO) Division, Ground Experience Development (GED) Department, and be part of the dynamic team in the Altea Centre of Expertise (ACE) section. He/She will be the Product Owner for 2 products - Altea Customer Management (CM) and 1-Click. 

Altea Customer Management (CM) is a 3rd-party system used by the airport staff to handle daily operations, e.g. check-in, boarding, etc. 1-Click is an inhouse application used by the airport staff to rebook customers during flight disruptions.

He/She will work closely with stakeholders and vendors/developers to oversee these products to enable the delivery of world class customer service and operations at the airport.

Key Responsibilities:

Lead new enhancements and initiatives Identify areas where operational efficiency or customer/user experience can be enhanced with technological solutions Gather and evaluate user requirements, develop and assess business cases, derive and track outcome measurements Lead the initiatives and enhancements, including scoping, planning, testing and implementation  Oversee end-to-end testing, such as planning for required support, managing manpower and resources optimally, ensuring comprehensive testing is conducted, ensuring timelines are met and budgets are kept to Evaluate, test and implement new system releases or features to improve user experience and operations Support other BUs in their initiative implementation that have impact to the products  Liaise with stakeholders, vendors and/or inhouse developers Drive change management support and activities for airport staff when implementing new initiatives and enhancements Liaise with Airport Operations department on related communication to users Ensure smooth airport operations Ensure system behaviour supports airport operations and meets regulatory requirements Troubleshoot system related operational issues and errors, identify the root cause to minimize recurrence where possible, and address related queries from staff Support airport operations during disruptions

Requirements

Bachelor degree in any discipline Must be comfortable working with systems Knowledge in Altea CM, airport operations and irregular operations processes is preferred Knowledge of Agile (Scrum/Kanban) principles and applications Self-driven, meticulous and organised, with outstanding problem-solving skills Excellent interpersonal, communication and project management skills Strong leadership skills and excellent team player

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