Operations & Service Excellence Leader

CAA Civil Aviation Authority of Singapore; Singapore; Presencial; SGD 120.000 - 180.000; Tempo integral

Resumo da vaga

SAA in Singapore seeks a Senior Manager / Assistant Director (Operations and Service Excellence) to drive efficiency, service quality, and continuous improvement across training delivery, learning management and digital touchpoints for participants, visitors and alumni.

You will lead end-to-end operations, collaborate with internal teams and external vendors, oversee system improvements, change initiatives and performance KPIs, blending strategic thinking with hands-on execution in a fast-paced

Qualificações

• 8+ years of experience in operations, service management or related field.
• Hands-on experience with workflow automation and digitising manual processes.
• Familiar with Lean, Six Sigma and design-thinking frameworks.
• Collaborative team player with strong stakeholder management and analytical skills.
• Excellent written and verbal communication abilities.
• Strong project management skills with a track record of delivering multiple initiatives concurrently.

Responsabilidades

• 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 the requirements gathering, scoping of specifications, testing and implementation for new digital systems that support SAA’s future operations.
• Serve as the primary point of contact for systems vendors, managing relationships, contracts, and KPIs to ensure consistent service quality and on‑time delivery.
• Apply design-thinking and process improvement methodologies to close operational gaps and drive workflow automation.
• Work closely with internal stakeholders to lead change initiatives and cross‑functional collaboration across teams.

Conhecimentos

Project management

Stakeholder management

Digitalisation

Process improvement

Communication

Team collaboration

Descrição da vaga

SAA in Singapore seeks a Senior Manager / Assistant Director (Operations and Service Excellence) to drive efficiency, service quality, and continuous improvement across training delivery, learning management and digital touchpoints for participants, visitors and alumni.

You will lead end-to-end operations, collaborate with internal teams and external vendors, oversee system improvements, change initiatives and performance KPIs, blending strategic thinking with hands-on execution in a fast-paced