Associate Director, Process Improvement

Marina Bay Sands; Singapore; On-site; SGD 150,000 - 230,000; Full time

Job summary

Marina Bay Sands seeks a seasoned Process Improvement Leader to drive end-to-end initiatives within the CX Analytics & Process Improvement team in Singapore. The role focuses on applying Lean Six Sigma, DMAIC, and Kaizen to deliver measurable benefits across operations and support functions.

You will partner with senior leaders to define problem statements, quantify business cases, and manage multiple cross-functional projects, ensuring adoption and sustained impact.

Qualifications

• Master’s or bachelor’s degree in a related discipline.
• 8–10 years of experience in process improvement, operational excellence, project management, transformation, or operations leadership.
• Certified Lean Six Sigma Green Belt required; Black Belt preferred.
• Project management certification or proven equivalent experience.
• Solid knowledge of Lean, Six Sigma, DMAIC, Value Stream Mapping, Kaizen, root-cause analysis, change management.

Responsibilities

• Lead end-to-end delivery of strategic process improvement projects across operations and support functions.
• Establish governance with charters, prioritization, steering updates, and benefits tracking.
• Drive the program within the Service & Productivity Roadmap and enterprise goals.
• Coach teams in structured problem-solving and process discipline.
• Develop dashboards and updates for executive visibility.

Skills

Lean Six Sigma

Project management

Stakeholder engagement

Data analysis

Root-cause analysis

Change management

Value stream mapping

Kaizen

Dashboarding

Education

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

Job description

WE TAKE YOU ABOVE BEYOND

Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands.

JobSummary

The CX Analytics & Process Improvement team is entrusted with the responsibility to work collaboratively with all operational and support businesses to continuously make improvements in Service & Processes. This is achieved through astrongfocus on the Marina Bay Sands Service & Productivity Roadmapleveraging on our Company’svision of Above Beyond & our core values. The roadmap comprises of creating baseline measurements, pioneering Data Analytics use cases, incubating Innovative Technology and engaging everyone through Stakeholder Engagement.

JobResponsibilities

Project PortfolioLeadership & Governance

• Lead and manage the 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.

Lean Six Sigma & Operational Excellence Expertise

• Apply Lean Six Sigma, DMAIC, Kaizen, Value Stream Mapping, root-cause analysis, process redesign, and other operational excellence methodologies to solve complex business problems.

• 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.

Innovation & Technology Enablement

• 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.

Stakeholder Engagement & Change Leadership

• 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.

Process ImprovementDelivery & Benefits Realization

• 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.

Insights, Evaluation & Continuous Refinement

• 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.

Job Requirements

Education & Certification

• Master’s orbachelor’s degree in Industrial Engineering, Operations Management, Business, Hospitality, Science, or a related discipline.

• 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.

Experience

• Proven track record of leading end-to-end process improvement or transformation projects that deliver measurable business outcomes.

• Experience managing project portfolios, project charters, timelines, risks, stakeholder communications, governance updates, and post-implementation reviews.

• Strong analytical and problem-solving capability, with the ability to use data to diagnose root causes, quantify improvement opportunities, and validate benefits.

• Excellent writing, presentation, and communication skills to prepare executive-ready updates, business cases, project reports, and stakeholder communications.

Competencies

• Ability to think creatively and see opportunities in every situation to propose and identify solutions.

• Self-starter who strives to add value to the team & company

• Positive andpro-activeteam player who can manage different stakeholders to initiate and drive projects.

• Thrivesunder pressure in a fast-paced and dynamic environment with tight deadlines.

• Share our Company values of Passion, Creativity, Teamwork, Respect, and Integrity

Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore.Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.