Senior Manager, Operations & Service Excellence

Public Service Division; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Singapore Aviation Academy (SAA), the training arm of CAAS, invites applications for Manager / Senior Manager (Operations and Service Excellence). You will drive operational efficiency, design customer journeys from pre-course to post-course completion, and lead service-excellence initiatives across multiple touchpoints to elevate learner experiences.

Candidates with at least 5 years in operations or service management, proven process-improvement skills, and the ability to collaborate with

Qualifications

• Requires 5+ years in operations or service experience.
• Strong analytical and problem-solving capabilities.
• Proven track record in process improvements.

Responsibilities

• Co-create thoughtful customer journeys from pre-course to post-course completion.
• Develop and implement operational systems to improve efficiency and service delivery.
• Manage daily operations and monitor KPIs such as SLAs and satisfaction metrics.
• Lead continuous improvement initiatives and agile workstreams.
• Collaborate with instructors, course managers and schools to enhance service quality.

Skills

Operational excellence

Service design

Process improvement

Workshop facilitation

Analytical skills

Job description

Singapore Aviation Academy (SAA), the training arm of CAAS, invites applications for Manager / Senior Manager (Operations and Service Excellence). You will drive operational efficiency, design customer journeys from pre-course to post-course completion, and lead service-excellence initiatives across multiple touchpoints to elevate learner experiences.

Candidates with at least 5 years in operations or service management, proven process-improvement skills, and the ability to collaborate with