Service Academy Manager & L&D Lead

RECRUIT EXPRESS PTE LTD; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

RECRUIT EXPRESS PTE LTD in Singapore is seeking a senior leader to oversee the Service Academy. You will translate departmental strategies into actionable workplans, provide day-to-day operational leadership and ensure service excellence across multiple workstreams.

You will oversee team functions across training, coaching, e-learning, events, procurement and administration, guiding prioritisation, timelines and output quality while fostering a collaborative and accountable culture.

Qualifications

• Bachelor’s degree in Learning & Development or related field.
• ACTA certification would be an advantage.
• DDLP certification would be an advantage.
• At least 5 years of experience managing a learning & development department.

Responsibilities

• Strategic and Operational Support to Head, Service Academy: translate departmental strategies into actionable workplans, initiatives and deliverables.
• Provide day-to-day operational leadership to ensure departmental priorities, timelines and service excellence initiatives progress effectively.
• Serve as a key support and escalation point for departmental matters, helping to resolve operational issues, align resources and maintain momentum across workstreams.
• Oversee and coordinate the functions of team members across service training, on-ground coaching, rewards and recognition, e-learning, eDMs, events, procurement and administrative support.
• Guide and support team members in prioritising work, managing timelines, resolving challenges and strengthening the quality of outputs.
• Foster a collaborative, accountable and service-oriented team culture that encourages ownership, continuous improvement and cross-coverage when needed.
• Monitor the progress and effectiveness of Service Academy initiatives, including WSQ service programmes, service coaching, service e-learning, service recognition and learning journeys.
• Work with respective role owners to ensure programmes are planned, executed, evaluated and refined in line with departmental objectives and operational needs.
• Identify opportunities to strengthen programme integration so that training, coaching, recognition and communication efforts reinforce one another.
• Support the development of new initiatives that enhance staff capability, professionalism, service mindset and consistency in patient and caregiver interactions.
• Build and maintain strong working relationships with clinical, operational, administrative and corporate stakeholders to understand service needs and support targeted interventions.
• Partner department leaders, Reporting Officers and supervisors to support implementation of Service Academy initiatives and encourage participation from frontline teams.
• Collaborate with internal partners such as HR, L&D, Nursing and other support functions to align training, coaching and recognition initiatives with broader organisational priorities.
• Support external engagement where relevant, including cross-industry learning, and service excellence sharing platforms.
• Oversee the tracking of departmental workplans, deliverables, dashboards and key performance indicators to support timely updates to the Head, Service Academy and relevant stakeholders.
• Review data and feedback from training evaluations, coaching observations, recognition activities and stakeholder engagement to identify trends, gaps and improvement opportunities.
• Ensure appropriate documentation, reporting discipline and audit readiness for key departmental processes, including SSG-related training records where applicable.
• Identify and implement opportunities to improve work processes, enhance operational efficiency and strengthen the department’s value proposition.
• Drive practical improvements in systems, templates, communication workflows, data tracking and stakeholder engagement to enable smoother team operations.
• Provide thought partnership to the Head, Service Academy by surfacing insights, risks, recommendations and new ideas that support service transformation.
• Contribute as a versatile, hands-on team player who can support different functional areas when required, ensuring continuity and resilience within the department.
• Coach and guide team members to strengthen their professional confidence, service orientation, stakeholder management and execution capabilities.
• Promote a culture of shared accountability, constructive feedback, collaboration and continuous learning within the Service Academy.
• Role model professionalism, empathy, agility and problem-solving in interactions with team members, stakeholders, patients and caregivers where relevant.
• Support staff engagement and recognition efforts that motivate teams and reinforce desired service behaviours across the organisation.

Skills

Leadership

Stakeholder management

Learning & Development

Project management

Education

Bachelor’s degree in Learning & Development or related field

ACTA certification

DDLP certification

Job description

RECRUIT EXPRESS PTE LTD in Singapore is seeking a senior leader to oversee the Service Academy. You will translate departmental strategies into actionable workplans, provide day-to-day operational leadership and ensure service excellence across multiple workstreams.

You will oversee team functions across training, coaching, e-learning, events, procurement and administration, guiding prioritisation, timelines and output quality while fostering a collaborative and accountable culture.