Estate Operations Lead - Frontline Service Excellence

Land Transport Authority; Singapore; On-site; SGD 60,000 - 90,000; Full time

Benefits offered by this job

Job summary

Land Transport Authority seeks an experienced supervisor to lead frontline officers and oversee daily counter operations for housing-related services. You will guide staff, resolve escalated issues, and streamline processes to improve service delivery and the customer experience.

You will also participate in administration of sales applications, assess appeals, and liaise with applicants and relevant agencies, with occasional rotation to Customer Relations Manager duties for housing applicants.

Qualifications

• Background in Estate Management, Business Administration, Operations Management or related disciplines.
• Experience supervising staff in frontline operations or customer service.
• Strong interpersonal and people management skills with accountability.

Responsibilities

• Supervise frontline officers and manage performance to ensure service standards.
• Oversee daily counter operations for flat booking, document signing and key collection.
• Guide staff and resolve escalated issues with sound judgement and empathy.
• Review and streamline processes to improve service delivery and customer experience.
• Collaborate with internal teams to enhance systems and implement digital solutions.

Skills

Estate Management

Operations Management

Staff Supervision

Customer Service

Interpersonal Skills

Problem Solving

Process Improvement

Stakeholder Liaison

Education

Degree in Estate Management or related field

Tools

Digital systems

Job description

Land Transport Authority seeks an experienced supervisor to lead frontline officers and oversee daily counter operations for housing-related services. You will guide staff, resolve escalated issues, and streamline processes to improve service delivery and the customer experience.

You will also participate in administration of sales applications, assess appeals, and liaise with applicants and relevant agencies, with occasional rotation to Customer Relations Manager duties for housing applicants.