Assistant Director, Service Excellence & CX Operations

SG Enable; Singapore; On-site; SGD 110,000 - 170,000; Full time

Job summary

SG Enable is seeking a Service Excellence Lead to support the Deputy Director in implementing SG Enable’s service excellence strategy, policies and customer experience frameworks. You will lead the Service Excellence team to drive daily operations across all touchpoints, foster an inclusive, empathetic culture and leverage analytics to improve service standards.

The role focuses on operationalising the QSM framework, enhancing service interactions for persons with disabilities and caregivers,

Qualifications

• Bachelor degree in any discipline.
• 7 to 10 years in service quality, CX, operations, or service transformation.
• 3 to 4 years in supervisory or team lead roles.
• Strong interpersonal and communication skills.
• Experience using data analytics to drive service improvements.
• Excellent multi-tasking and organisational abilities.
• Proficient in Excel and MS Office; quick to learn new systems.
• Proven leadership with ability to motivate teams.

Responsibilities

• Operationalise the QSM framework and resolve complex customer feedback.
• Oversee all service touchpoints to ensure accessible experiences.
• Track service standards and identify knowledge gaps for training.
• Improve processes for customer requirements, relationships and satisfaction.
• Lead service analytics and drive data-informed improvements.
• Develop and sustain a customer-centric culture across SG Enable.
• Coach the Service Excellence team and participate in special projects.

Skills

Service leadership

Data analytics

Customer experience

Operations management

Staff training

Communication

Excel

Education

Bachelor degree

Tools

Excel

MS Office

Job description

SG Enable is seeking a Service Excellence Lead to support the Deputy Director in implementing SG Enable’s service excellence strategy, policies and customer experience frameworks. You will lead the Service Excellence team to drive daily operations across all touchpoints, foster an inclusive, empathetic culture and leverage analytics to improve service standards.

The role focuses on operationalising the QSM framework, enhancing service interactions for persons with disabilities and caregivers,