Senior Manager / Assistant Director (Operations and Service Excellence)

CAA Civil Aviation Authority of Singapore; Singapore; Vor Ort; SGD 120.000 - 180.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Project management

Stakeholder management

Digitalisation

Process improvement

Communication

Team collaboration

Jobbeschreibung

[What the role is]

The Senior Manager / Assistant Director (Operations and Service Excellence) plays a pivotal role in driving operational efficiency, service quality, and continuous improvement at SAA. You will lead end-to-end operations and service excellence initiatives, working across internal teams and external stakeholders to deliver seamless experiences for SAA's course participants, high-level visitors, guests, and alumni. This role requires a dynamic individual who thrives in a fast-paced environment and brings both strategic thinking and hands‑on execution.

[What you will be working on]

• 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

[What we are looking for]

• At least 8 years of experience in operations, service management, or a related field; experience in an IHL or CET environment is a plus
• Strong project management skills, with a track record of delivering multiple initiatives concurrently
• Hands‑on experience with workflow automation and digitising manual processes
• Familiar with process improvement methodologies (e.g. Lean, Six Sigma) and design‑thinking frameworks
• A collaborative team player with strong stakeholder management and analytical skills
• Excellent communication and writing skills