Director of Service Quality & Training Excellence

Singapore Post Limited; Singapore; Vor Ort; SGD 90.000 - 140.000; Vollzeit

Zusammenfassung

Singapore Post Limited is seeking a Manager, Service Quality & Training to partner with Operations and Customer Service to drive service excellence. You will analyze workflows, identify gaps, and implement corrective actions while designing customer research and strategic training roadmaps.

You will implement modern learning platforms and OJT frameworks for frontline staff, ensuring ISO 9001 compliance. You will lead cross-functional reviews and deliver actionable reports to senior management.

Qualifikationen

• Bachelor’s degree in Marketing, Business, Statistics, or related field.
• 5 years of relevant experience in Service Quality/Training or related fields.
• Strong interpersonal, stakeholder engagement, and communication skills.
• Strong analytical and problem-solving skills with attention to data analysis.
• Knowledge of adult learning methodologies and service quality frameworks.
• Proven ability to design scalable, effective solutions.

Aufgaben

• Analyze operational workflows to identify performance gaps and process bottlenecks.
• Design and execute customer insights through surveys and analyses to inform decisions.
• Develop and implement training roadmaps and OJT frameworks.
• Lead weekly Service Quality meetings with stakeholders.
• Oversee compliance and audit-related reporting.
• Create dashboards and reports for senior management.

Kenntnisse

Leadership

Stakeholder engagement

Analytical skills

Communication skills

Problem solving

Ausbildung

Bachelor's degree in Marketing/Business/Statistics

Tools

Learning Management Systems

Jobbeschreibung

Singapore Post Limited is seeking a Manager, Service Quality & Training to partner with Operations and Customer Service to drive service excellence. You will analyze workflows, identify gaps, and implement corrective actions while designing customer research and strategic training roadmaps.

You will implement modern learning platforms and OJT frameworks for frontline staff, ensuring ISO 9001 compliance. You will lead cross-functional reviews and deliver actionable reports to senior management.