Manager, Service Quality & Training Excellence

Singapore Post Limited; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Singapore Post Limited is seeking a Manager, Service Quality & Training to partner with cross-functional leadership, Operations, and Customer Service in driving service excellence. You will analyze workflows, identify gaps, and implement CAPA plans while designing and executing training roadmaps aligned with business objectives.

The role oversees data-driven insights, LMS platforms, and OJT frameworks for frontline staff, ensuring ISO 9001 compliance and a high-performing workforce.

Qualifications

• Bachelor’s degree in Marketing, Business, Statistics, or a related field.
• 5 years of relevant experience in Service Quality, Training and Development, or related fields and leading teams.
• Strong interpersonal, stakeholder engagement, and communication skills, with the ability to collaborate effectively across all organizational levels.
• Strong analytical and problem-solving skills, with keen attention to detail in data analysis, root cause identification, trend evaluation, and process improvement.

Responsibilities

• Track daily, monthly, and annual operations performance and translate results into reports for management.
• Lead the weekly Service Quality Meeting with internal stakeholders to discuss cases and follow up on corrective/preventive actions.
• Identify gaps and work with SMEs, Operations, IT to improve productivity and customer service.
• Oversee external audit vendors and regulate compliance monitoring to prepare monthly/quarterly regulatory reports.
• Lead collection, analysis, and interpretation of customer data to identify trends and actionable insights.
• Lead root cause analysis for service failures and implement corrective actions; track effectiveness.
• Champion initiatives to improve CSAT and NPS by redesigning workflows and cross-department standards.
• Create detailed reports and dashboards to communicate findings to senior management.

Skills

Analytical thinking

Stakeholder engagement

Leadership

Communication

Organizational skills

Education

Bachelor’s degree in Marketing, Business, Statistics, or related field

Job description

Singapore Post Limited is seeking a Manager, Service Quality & Training to partner with cross-functional leadership, Operations, and Customer Service in driving service excellence. You will analyze workflows, identify gaps, and implement CAPA plans while designing and executing training roadmaps aligned with business objectives.

The role oversees data-driven insights, LMS platforms, and OJT frameworks for frontline staff, ensuring ISO 9001 compliance and a high-performing workforce.