Manager / Senior Manager (Operations and Service Excellence)

About the Role

The Singapore Aviation Academy (SAA), a division of the Civil Aviation Authority of Singapore, serves as a training institution dedicated to enhancing the skills of aviation professionals globally. Currently, SAA is undergoing a transformative phase aimed at upgrading its teaching methodologies, learning facilities, and overall service experience to maintain its stature as a premier aviation education hub.

This transformation will enrich the learning environment for aviation professionals across all levels of management and introduce new community and event spaces within the new SAA premises for public engagement.

SAA seeks to recruit a Manager or Senior Manager specializing in Operations and Service Excellence. The role is critical in advancing operational efficiency and outstanding service quality at SAA. Candidates can express interest in either Operations Excellence or Service Excellence tracks, aligning with their professional expertise and career interests.

Key Responsibilities

For Operations Excellence Specialization:

• Collaborate to design user-centric customer journeys from the initial engagement through to course registration and post-course follow-up.
• Develop and enforce operational policies, systems, and procedures that streamline daily functions and optimize service delivery.
• Oversee day-to-day activities ensuring seamless operational flow.
• Detect and analyze operational challenges through root cause analysis and promptly resolve process inefficiencies.
• Lead process improvement projects and execute periodic operational reviews to increase productivity.
• Monitor operational performance using KPIs such as Service Level Agreements (SLAs) and related metrics.
• Cultivate an agile work culture that embraces ongoing enhancement initiatives.

For Service Excellence Specialization:

• Craft detailed customer experience pathways covering pre-course to post-course interactions.
• Set and uphold service standards to ensure consistent, high-quality service for trainees, distinguished visitors, and guests.
• Track and analyze customer feedback from multiple channels, identifying service trends to inform improvements.
• Manage service-related KPIs including SLAs and performance benchmarks.
• Facilitate communication and feedback channels among instructors, course managers, and schools.
• Quickly respond to service issues to maintain exemplary operational and service standards.
• Champion initiatives aimed at elevating service quality and customer satisfaction, benchmarking against best industry practices.
• Promote a customer-centric mindset internally through communications and service training programs.
• Standardize customer communication materials to ensure consistent tone, style, and terminology.
• Collaborate with stakeholders to deliver superior customer service experiences to all participants and visitors.

Candidate Profile

Operations Excellence Candidates Should Have:

• A minimum of 5 years’ experience in operations and service management roles.
• Strong analytical, problem-solving skills, and a results-driven approach.
• Proven success in leading process improvement initiatives.
• Experience in organizing workshops and driving organizational change.
• Excellent organization abilities, attention to detail, and capability to multitask in dynamic settings.

Service Excellence Candidates Should Have:

• At least 5 years’ background in service management, hospitality, or customer experience.
• Expertise in service design, journey mapping, and process optimization.
• Strong organizational talents, an action-focused mindset, and meticulous attention to detail.
• Exceptional communication and interpersonal skills with the ability to exceed expectations at all stakeholder levels.

Additional Information

The position will be offered initially on a three-year contract with potential consideration for permanent employment during the tenure. The candidate’s appointment level will be adjusted in accordance with prior relevant experience.