Associate Director, Process Excellence & Analytics

Marina Bay Sands; Singapore; On-site; SGD 180,000 - 260,000; Full time

Job summary

Marina Bay Sands Singapore is seeking a senior leader to drive CX analytics and process improvement across operations and support functions, aligning with the Service & Productivity Roadmap and our Above Beyond ethos. You will lead end-to-end projects, coach teams in Lean Six Sigma and change management, and partner with senior leaders to realize productivity, guest and employee experience gains.

This role requires deep expertise in DMAIC, VSM, stakeholder engagement, governance, and delivering

Qualifications

• Master’s or bachelor’s degree in Industrial Engineering, Operations Management, Business, Hospitality, Science.
• 8–10 years of experience in process improvement, operational excellence, project management, transformation, or operations leadership within a complex service-based environment.
• Certified Lean Six Sigma Green Belt required; Black Belt certification strongly preferred.
• Project management certification or proven equivalent experience in managing multiple cross-functional projects, governance forums, implementation plans, and benefits tracking.
• Strong working knowledge of Lean Management, Six Sigma, DMAIC, Value Stream Mapping, Kaizen, root-cause analysis, process redesign, and change management methodologies.
• Demonstrated ability to influence senior leaders, manage cross-functional stakeholders, and translate complex operational challenges into structured, measurable improvement plans.

Responsibilities

• Lead end-to-end delivery of strategic process improvement projects across operations and support functions, ensuring clear scope, timelines, ownership, risks, milestones, and measurable outcomes.
• Establish strong project governance, including project charters, prioritization criteria, steering updates, implementation plans, benefits tracking, and post-implementation reviews.
• Manage a balanced pipeline of improvement initiatives aligned with business priorities, the Service & Productivity Roadmap, and enterprise operational excellence goals.
• Coach project teams and business stakeholders on the practical application of structured problem-solving and process discipline, with formal training delivery playing a supporting role where required.
• Build standard project tools, templates, governance routines, and measurement frameworks to strengthen the organization’s improvement capability and sustain project outcomes.
• Actively identify and evaluate innovative ideas, technologies, and solutions that address business challenges, enhance service excellence, or improve productivity.
• Coordinate site visits, technology assessments, and opportunities to explore emerging best practices.
• Engage senior leaders, functional owners, and frontline teams to secure alignment, unblock decisions, and drive adoption of improvement initiatives.
• Lead change management activities that support implementation readiness, stakeholder buy-in, communication, adoption, and sustainment of new ways of working.
• Partner with business leaders to identify high-impact opportunities, define problem statements, quantify business cases, and prioritize projects based on value, feasibility, and strategic alignment.
• Drive projects to conclusion by managing dependencies, resolving roadblocks, aligning stakeholders, and ensuring implementation discipline across cross-functional teams.
• Track and validate project benefits, including productivity gains, cycle-time reduction, service quality improvements, cost avoidance, risk reduction, and enhanced guest or employee experience.
• Define project success measures, establish baseline and target performance indicators, and use data-driven insights to monitor progress and impact.
• Develop dashboards, scorecards, and executive updates to provide visibility on project status, risks, benefits, and lessons learned.

Skills

Lean Six Sigma

DMAIC

Kaizen

Value Stream Mapping

Root Cause Analysis

Process Redesign

Change Management

Stakeholder Engagement

Data Analytics

Project Management

Governance

Education

Master’s or bachelor’s degree in Industrial Engineering / Operations Management / Business / Hospitality / Science

Certified Lean Six Sigma Green Belt

Black Belt certification preferred

Project management certification or proven equivalent experience

Job description

Marina Bay Sands Singapore is seeking a senior leader to drive CX analytics and process improvement across operations and support functions, aligning with the Service & Productivity Roadmap and our Above Beyond ethos. You will lead end-to-end projects, coach teams in Lean Six Sigma and change management, and partner with senior leaders to realize productivity, guest and employee experience gains.

This role requires deep expertise in DMAIC, VSM, stakeholder engagement, governance, and delivering