Senior Manager / Assistant Director (Operations and Service Excellence)

Land Transport Authority; Singapore; Sur place; SGD 150 000 - 210 000; Plein temps

Résumé du poste

Land Transport Authority 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, oversee digital systems, and partner with internal teams and external stakeholders to deliver seamless experiences for participants, visitors, and alumni.

The role emphasizes strategic thinking with hands-on execution, stakeholder management, and strong communication skills in a fast-paced

Qualifications

• 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 track record managing multiple initiatives.

Responsabilités

• Oversee operations and service excellence initiatives across teams.
• Lead design-thinking and process-improvement efforts to close gaps.
• Drive digitisation and automation of workflows.
• Manage vendor relationships, contracts and KPI delivery for digital systems.
• Collaborate with internal stakeholders to lead change initiatives and cross-functional work.

Connaissances

Project management

Workflow automation

Design thinking

Lean Six Sigma

Stakeholder management

Communications

Description du poste

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