Service Excellence Lead — Case Management & Experience

Public Service Division

Singapore

On-site

SGD 60,000 - 90,000

Full time

9 days ago

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Job summary

NYP is seeking a Senior/Lead Executive for the Centre for Service Excellence to strengthen our service delivery for learners, industry partners, and the public. You will oversee case management, resolve complaints, and map customer journeys across physical and digital touchpoints to ensure timely and quality service.

The role blends strategic planning with hands-on operations, requiring strong written communication, data literacy with Excel/Power BI, and the ability to work with diverse

Qualifications

3–5 years of experience in service operations and case management.
Strong written and verbal communication skills.
Proficiency in MS Office and Power BI.
Experience mapping customer journeys and process improvement.
Ability to collaborate with internal and external stakeholders.

Responsibilities

Manage day-to-day customer service and engagement across physical and digital touchpoints.
Conduct case analyses and coordinate responses with stakeholders.
Maintain accurate records in the case management system.
Provide training and guidance to team members.
Support service design improvements using data insights.
Track service delivery metrics and perform basic data analysis.

Skills

Verbal communication

Written communication

Analytical thinking

Stakeholder collaboration

Education

Business / Communications / Customer Service

Tools

Power BI

Excel

MS Office

Job description

The role blends strategic planning with hands-on operations, requiring strong written communication, data literacy with Excel/Power BI, and the ability to work with diverse

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