Ops & Service Excellence Leader

Civil Aviation Authority Of Singapore; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

The Singapore Aviation Academy (SAA), the training arm of Civil Aviation Authority of Singapore (CAAS), invites applications for a Manager/Senior Manager (Operations and Service Excellence) to lead operational efficiency and service delivery. Two specialisations are available: Operations Excellence and Service Excellence.

The role focuses on transforming processes, improving customer journeys, and establishing service standards.

Qualifications

• At least 5 years of relevant operations and service experience.
• Strong analytical and problem-solving capabilities.
• Proven track record in implementing successful process improvement projects.
• Experience in facilitating workshops and leading change initiatives.
• Strong organisational skills, action-oriented and able 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 operations.
• Manage and oversee the daily operations to ensure smooth day-to-day activities.
• Identify operational gaps, perform root cause analysis and address issues promptly.
• Spearhead process improvement initiatives and conduct process reviews to eliminate inefficiencies.
• Manage operational KPIs such as SLAs and performance metrics.
• Drive a culture of continuous improvement through agile workstreams.
• Design customer journeys and establish service standards for trainees and visitors.
• Monitor customer feedback across omnichannel touchpoints and drive improvements.
• Lead initiatives to improve service quality and customer satisfaction including benchmarking against best practices.

Skills

Operational excellence

Customer journey design

Process improvement

Workshop facilitation

Stakeholder management

Communication skills

Analytical thinking

Job description

The Singapore Aviation Academy (SAA), the training arm of Civil Aviation Authority of Singapore (CAAS), invites applications for a Manager/Senior Manager (Operations and Service Excellence) to lead operational efficiency and service delivery. Two specialisations are available: Operations Excellence and Service Excellence.

The role focuses on transforming processes, improving customer journeys, and establishing service standards.