Operations & Service Excellence Manager

Civil Aviation Authority of Singapore; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

The Singapore Aviation Academy (SAA), the training arm of Civil Aviation Authority of Singapore (CAAS), trains aviation professionals to support capability development and capacity building for Singapore’s air hub and the international aviation community.

To ensure relevance, SAA is transforming its pedagogy, learning spaces and service experience, enabling a superior learning journey from junior to top management levels. A new SAA building will host spaces for public events and collaboration.

Qualifications

• 5+ years of relevant operations and service experience.
• Strong analytical and problem-solving capabilities.
• Experience in implementing successful process improvement projects.
• Experience in facilitating workshops and leading change initiatives.
• Strong organisational skills and ability to manage multiple priorities.

Responsibilities

• Co-create thoughtful customer journeys from pre-course, course registration to post-course completion.
• Develop and implement operational systems, policies and procedures to streamline SAA’s operations to achieve high levels of operational efficiency and service delivery.
• Manage and oversee the daily operations of SAA to ensure smooth day-to-day operations.
• Identify operational gaps, conduct root cause analysis and address process-related issues promptly.
• Spearhead process improvement initiatives and conduct process reviews to eliminate operational inefficiencies.
• Manage operational KPIs such as SLAs and performance metrics.
• Drive a culture of continuous improvement through agile workstreams.
• Design thoughtful customer journeys from pre-course, course registration to post-course completion.
• Establish service standards for consistent service delivery to SAA’s trainees, high level visitors and guests.
• Manage and monitor customer feedback across omnichannel touchpoints, analyse trends and drive actionable service improvements.
• Manage customer satisfaction KPIs such as SLAs and service performance metrics.
• Create feedback loops between instructors, course managers and schools.
• Address service-related issues promptly to achieve high levels of operational efficiency and service delivery.
• Lead initiatives to improve service quality and customer satisfaction including benchmarking against industry best practices.
• Promote a culture of customer-centricity and service excellence through internal communications and service training.
• Develop standardised customer communication materials to ensure consistency in vocabulary, writing style and tone of voice.
• Work with internal and external stakeholders to deliver excellent customer service to SAA’s course participants, guests and visitors.

Skills

Operations management

Process improvement

Workshop facilitation

Stakeholder management

Analytical thinking

Communication skills

Job description

The Singapore Aviation Academy (SAA), the training arm of Civil Aviation Authority of Singapore (CAAS), trains aviation professionals to support capability development and capacity building for Singapore’s air hub and the international aviation community.

To ensure relevance, SAA is transforming its pedagogy, learning spaces and service experience, enabling a superior learning journey from junior to top management levels. A new SAA building will host spaces for public events and collaboration.