Head of Operations & Service Excellence

Civil Aviation Authority of Singapore; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Civil Aviation Authority of Singapore is seeking a Senior Manager / Assistant Director (Operations and Service Excellence) to drive operational efficiency and service quality. You will lead end-to-end operations and service excellence initiatives across internal teams and external stakeholders, delivering seamless experiences for participants, visitors, and alumni.

The role requires a dynamic leader with strategic thinking and hands-on execution in a fast-paced environment, supported by strong

Qualifications

• At least 8 years of experience in operations or service management.
• Strong project management skills with a track record of delivering multiple initiatives.
• Hands-on experience with workflow automation and digitising manual processes.
• Familiar with Lean, Six Sigma and design-thinking frameworks.
• A collaborative team player with strong stakeholder management and analytical skills.

Responsibilities

• Oversee the administration and optimisation of SAA's training and learning management systems.
• Identify user pain points through usability testing and working with vendors to improve SAA's digital touchpoints.
• Lead requirements gathering, scoping of specifications, testing and implementation for new digital systems.
• Serve as the primary point of contact for systems vendors, managing relationships, contracts, and KPIs.
• Apply design-thinking and process improvement to close gaps and automate workflows.
• Work with internal stakeholders to lead change initiatives and cross-functional collaboration.

Skills

Project management

Workflow automation

Lean Six Sigma

Design thinking

Stakeholder management

Communication skills

Analytical skills

Tools

Learning Management System (LMS)

Job description

Civil Aviation Authority of Singapore is seeking a Senior Manager / Assistant Director (Operations and Service Excellence) to drive operational efficiency and service quality. You will lead end-to-end operations and service excellence initiatives across internal teams and external stakeholders, delivering seamless experiences for participants, visitors, and alumni.

The role requires a dynamic leader with strategic thinking and hands-on execution in a fast-paced environment, supported by strong