Senior Manager / Assistant Director (Operations and Service Excellence)

Civil Aviation Authority of Singapore; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Civil Aviation Authority of Singapore is seeking a Senior Manager / Assistant Director (Operations and Service Excellence) to drive operational efficiency and service quality. You will lead end-to-end operations and service excellence initiatives across internal teams and external stakeholders, delivering seamless experiences for participants, visitors, and alumni.

The role requires a dynamic leader with strategic thinking and hands-on execution in a fast-paced environment, supported by strong

Qualifications

• At least 8 years of experience in operations or service management.
• Strong project management skills with a track record of delivering multiple initiatives.
• Hands-on experience with workflow automation and digitising manual processes.
• Familiar with Lean, Six Sigma and design-thinking frameworks.
• A collaborative team player with strong stakeholder management and analytical skills.

Responsibilities

• 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 requirements gathering, scoping of specifications, testing and implementation for new digital systems.
• Serve as the primary point of contact for systems vendors, managing relationships, contracts, and KPIs.
• Apply design-thinking and process improvement to close gaps and automate workflows.
• Work with internal stakeholders to lead change initiatives and cross-functional collaboration.

Skills

Project management

Workflow automation

Lean Six Sigma

Design thinking

Stakeholder management

Communication skills

Analytical skills

Tools

Learning Management System (LMS)

Job description

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

About Civil Aviation Authority of Singapore

The Civil Aviation Authority of Singapore's raison d'etre is to develop the air hub and aviation industry in Singapore, expanding Singapore's links to the rest of the world. We enable opportunities through aviation, making connections, opening doors and enabling choices in people's lives.