Head of Customer Service

dnata singapore pte. ltd.; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

dnata Singapore is seeking a Head of Customer Services to lead the department, setting direction and driving a high-performance culture focused on service excellence. You will translate strategic priorities into actionable plans and oversee tactical initiatives aligned with business objectives.

You will champion continuous improvement, drive collaboration across teams, and ensure the department delivers against goals while adapting to evolving customer expectations.

Qualifications

• Minimum Degree or Diploma from a recognized tertiary institution.
• Minimum 10 years’ relevant industry experience, with a demonstrable sound knowledge of airport operations and customer service with an airline, airport, or ground handling company.
• Minimum 5 years in a management or leadership role.
• Flexibility to work varied hours, including weekends and public holidays.

Responsibilities

• Deliver consistent, high-quality service to airline customers and internal stakeholders, meeting SLA commitments and internal targets.
• Manage operations within budget by optimising workforce, equipment, and facilities; proactively control costs and adjust resourcing to demand fluctuations.
• Ensure full compliance with corporate, local, and international safety standards, prioritising safety and security of staff, equipment, and operations.
• Develop and maintain departmental continuity plans (Crisis Management, Business Continuity, Evacuation) to address evolving operational risks.
• Build a high-performing team by ensuring staff are trained and regularly assessed to meet SLA and operational requirements.
• Represent the company in external forums and committees, strengthening stakeholder relationships and promoting dnata Singapore’s brand.
• Lead development and execution of short- to medium-term departmental plans (6–24 months), aligned with strategy and contingency planning.
• Drive innovation and cross-functional collaboration, leveraging technology to enhance service delivery and cost optimisation.
• Optimise the use of outsourced labour, ensuring cost-effective deployment alongside internal resources.
• Ensure adherence to workplace safety, security, and health regulations and procedures.
• Undertake additional duties as required by management.

Skills

Leadership

Airport operations knowledge

Customer service

Education

Degree or Diploma

Job description

Job Description & Requirements

Job Purpose

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make.

We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

dnata Singapore is one of the longest standing and most comprehensive operations in the dnata portfolio. Providing a full suite of services from cargo handling and ground handling to travel services, dnata Singapore ships, connects, feeds and entertains travellers connecting to and through Changi Airport.

As Head of Customer Services, you will lead and inspire the Customer Services Department in Singapore, setting clear direction and driving a high-performance culture focused on service excellence. You will be accountable for translating strategic priorities into actionable plans, ensuring both tactical initiatives and forward-looking strategies are effectively executed to achieve business objectives.

Additionally, you will champion continuous improvement, proactively identifying opportunities to enhance service delivery, operational efficiency, and customer satisfaction. By fostering collaboration, empowering your team, and maintaining a strong focus on results, you will ensure the department consistently delivers against its goals while adapting to evolving business needs and customer expectations.

In this role, you will:

• Deliver consistent, high-quality service to airline customers and internal stakeholders, meeting or exceeding SLA commitments and internal performance targets.
• Manage operations within budget by optimising workforce, equipment, and facilities; proactively control costs, identify revenue opportunities, and adjust resourcing to demand fluctuations.
• Ensure full compliance with corporate, local, and international safety standards, prioritising the safety and security of staff, equipment, and operations.
• Develop, maintain, and continuously improve departmental continuity plans (Crisis Management, Business Continuity, Evacuation) to address evolving operational risks.
• Build a high-performing team by ensuring staff are trained, resourced, and regularly assessed to consistently meet SLA and operational requirements.
• Represent the company in external forums and committees, strengthening stakeholder relationships while promoting dnata Singapore’s brand and reputation.
• Lead the development and execution of short- to medium-term departmental plans (6–24 months), aligned with divisional and corporate strategy, including contingency planning.
• Drive innovation and cross-functional collaboration, leveraging technology to enhance service delivery, efficiency, and cost optimisation.
• Optimise the use of outsourced labour, ensuring cost-effective and efficient deployment alongside internal resources.
• Ensure strict adherence to all workplace safety, security, and health regulations and procedures.
• Undertake additional duties as required by management.

Qualification

In order to be considered for this role, you must meet the following requirements:

• Minimum Degree or Diploma from a recognized tertiary institution.
• Minimum 10 years’ relevant industry experience, with a demonstrable sound knowledge of airport operations and customer service with an airline, airport, or ground handling company.
• Minimum 5 years in a management or leadership role.
• Flexibility to work varied hours, including weekends and public holidays.

Salary & Benefits