Senior Manager, Service Quality & Training

Singpost Logistics Việt Nam; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

Singpost Logistics Việt Nam is seeking a Manager, Service Quality & Training to partner with cross-functional leadership and drive service excellence initiatives. You will analyze workflows to identify gaps, reduce bottlenecks, and implement corrective actions across operations and customer service.

Lead customer insights programs, design and execute training roadmaps, and deploy modern learning tools while ensuring ISO 9001 compliance to build a high-performing workforce.

Qualifications

• Bachelor's degree in Marketing, Business, Statistics or related field.
• 5 years of experience in Service Quality, Training and Development, or related fields and leading teams.
• Strong interpersonal, stakeholder engagement, and communication skills.
• Strong analytical and problem-solving skills with data analysis and trend evaluation.
• Good understanding of adult learning methodologies and service quality frameworks.
• Proven ability to identify complex operational challenges and develop scalable, effective solutions.
• Results-oriented, customer-focused, and emotionally intelligent, with a proactive approach to problem-solving.
• Demonstrated leadership, adaptability and resilience in driving organizational change.

Responsibilities

• Partner with cross-functional leadership, Operations, and Customer Service to drive service excellence initiatives.
• Analyze workflows to identify performance gaps, eliminate bottlenecks, and implement corrective/preventive actions.
• Design and execute customer research across channels to gather insights for strategic decisions.
• Develop strategic training roadmaps and implement learning platforms for frontline staff while ensuring ISO 9001 compliance.
• Track daily to annual operations performance and report to management.
• Lead weekly Service Quality meetings with stakeholders to discuss cases and follow up on actions.
• Oversee external audit vendors and regulatory reporting.

Skills

Interpersonal skills

Stakeholder engagement

Communication

Analytical thinking

Problem solving

Leadership

Adaptability

Emotional intelligence

Education

Bachelor's degree in Marketing, Business, Statistics or related field

Job description

Singpost Logistics Việt Nam is seeking a Manager, Service Quality & Training to partner with cross-functional leadership and drive service excellence initiatives. You will analyze workflows to identify gaps, reduce bottlenecks, and implement corrective actions across operations and customer service.

Lead customer insights programs, design and execute training roadmaps, and deploy modern learning tools while ensuring ISO 9001 compliance to build a high-performing workforce.