Service Quality & Training Architect

Singapore Post Ltd; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Singapore Post Ltd seeks a Manager, Service Quality & Training to partner with cross-functional leadership, Operations, and Customer Service to drive service excellence. You will analyze workflows, design and implement corrective actions, and lead training roadmaps with modern learning tools while maintaining ISO 9001 compliance.

You will oversee data analyses, develop insights, and present findings to senior management while coordinating with IT and operations to improve productivity and

Qualifications

• Bachelor’s degree in Marketing, Business, Statistics, or a related field.
• 5 years of relevant experience in Service Quality, Training and Development, or related fields and leading teams.
• Strong interpersonal, stakeholder engagement, and communication skills, with the ability to collaborate effectively across all organizational levels.
• Strong analytical and problem-solving skills, with keen attention to detail in data analysis, root cause identification, trend evaluation, and process improvement.
• Good understanding of adult learning methodologies and service quality frameworks.
• Proven ability to identify complex operational challenges and develop and implement scalable, effective solutions.
• Results-oriented, customer-focused, and emotionally intelligent, with a proactive and positive approach to problem-solving.

Responsibilities

• Lead the weekly Service Quality Meeting with Operations and Customer Service teams to discuss cases and follow-up on tracking activities and corrective/preventive actions.
• Analyze operational workflows to identify performance gaps and eliminate bottlenecks.
• Design and execute strategic training roadmaps aligned with business objectives.
• Implement modern learning platforms and On-the-Job Training frameworks for frontline staff while ensuring ISO 9001 compliance.
• Create reports and dashboards translating results for senior management and cross-functional stakeholders.
• Oversee external audit vendors and regulatory reporting.

Education

Bachelor’s degree in Marketing, Business, Statistics, or a related field

Job description

Singapore Post Ltd seeks a Manager, Service Quality & Training to partner with cross-functional leadership, Operations, and Customer Service to drive service excellence. You will analyze workflows, design and implement corrective actions, and lead training roadmaps with modern learning tools while maintaining ISO 9001 compliance.

You will oversee data analyses, develop insights, and present findings to senior management while coordinating with IT and operations to improve productivity and