Service Excellence Lead: Case Management & Design

sggovterp; Singapore; On-site; SGD 55,000 - 90,000; Full time

Job summary

NYP is seeking a Senior/Lead Executive for the Centre for Service Excellence to enhance service delivery across physical and digital touchpoints. You will manage day-to-day operations, handle complex cases, and coordinate with internal stakeholders to improve service quality.

The role requires strong communication and analytical skills, with experience in Power BI/Excel and a focus on stakeholder engagement to uphold NYP's service standards.

Qualifications

• Bachelor's degree in Business, Communications, Customer Service, or a related field.
• 3–5 years of experience in service operations, case management and service communication.
• Strong verbal and written communication skills to manage complex, sensitive cases (QSM experience is a plus).
• Proficiency in MS Office apps and Power BI for data-driven service reviews.

Responsibilities

• Manage day-to-day operations of customer service and engagement across physical and digital touchpoints.
• Conduct case analyses and joint case management with internal stakeholders to identify solutions.
• Coordinate replies with inputs from internal stakeholders per NYP SOPs and service standards.
• Review drafts for cases that require fronting by QSM's Office.
• Record and maintain accurate customer interaction data in the case management system.
• Provide on-the-job guidance and training to new and existing team members.

Skills

Communication skills

Analytical thinking

Organisational skills

Stakeholder engagement

Education

Bachelor's degree in Business/Communications/Customer Service or related field

Tools

Power BI

Excel

Job description

NYP is seeking a Senior/Lead Executive for the Centre for Service Excellence to enhance service delivery across physical and digital touchpoints. You will manage day-to-day operations, handle complex cases, and coordinate with internal stakeholders to improve service quality.

The role requires strong communication and analytical skills, with experience in Power BI/Excel and a focus on stakeholder engagement to uphold NYP's service standards.