Manager / Senior Manager (Operations and Service Excellence)

What the role is

The Singapore Aviation Academy (SAA) is the training arm of Civil Aviation Authority of Singapore (CAAS). SAA trains aviation professionals in support of capability development and capacity building for the Singapore air hub and the international aviation community.

To ensure its continued relevance and to further establish itself as a centre of excellence for aviation knowledge, SAA is undergoing transformation of andragogy, learning spaces and service experience.

The transformation will enable SAA to provide an enhanced learning experience for aviation professionals at the junior, middle and top management levels. The new SAA building will also be a vibrant hub providing new community and event spaces for the public to enjoy.

The SAA is looking to recruit Manager / Senior Manager (Operations and Service Excellence) who would play a critical role in driving operational efficiency and exceptional service delivery at SAA. This position offers two areas of specialisation – Operations Excellence and Service Excellence. Candidates may apply with a preference for either specialisation based on expertise and career interests.

What you will be working on

Operations Excellence

• Co-create thoughtful customer journeys from pre-course, course registration to post-course completion.
• Develop and implement operational systems, policies and procedures to streamline SAA’s operations to achieve high levels of operational efficiency and service delivery.
• Manage and oversee the daily operations of SAA to ensure smooth day-to-day operations.
• Identify operational gaps, conduct root cause analysis and address process-related issues promptly.
• Spearhead process improvement initiatives and conduct process reviews to eliminate operational inefficiencies.
• Manage operational KPIs such as SLAs and performance metrics.
• Drive a culture of continuous improvement through agile workstreams.

Service Excellence

• Design thoughtful customer journeys from pre-course, course registration to post-course completion.
• Establish service standards for consistent service delivery to SAA’s trainees, high level visitors and guests.
• Manage and monitor customer feedback across omnichannel touchpoints, analyse trends and drive actionable service improvements.
• Manage customer satisfaction KPIs such as SLAs and service performance metrics.
• Create feedback loops between instructors, course managers and schools.
• Address service-related issues promptly to achieve high levels of operational efficiency and service delivery.
• Lead initiatives to improve service quality and customer satisfaction including benchmarking against industry best practices.
• Promote a culture of customer-centricity and service excellence through internal communications and service training.
• Develop standardised customer communication materials to ensure consistency in vocabulary, writing style and tone of voice.
• Work with internal and external stakeholders to deliver excellent customer service to SAA’s course participants, guests and visitors.

What we are looking for

Operations Excellence

• At least 5 years of relevant operations and service experience.
• Results-oriented with strong analytical and problem-solving capabilities.
• Proven track record in implementing successful process improvement projects.
• Experience in facilitating workshops and leading change initiatives.
• Strong organisational skills, action-oriented, attention to detail and the ability to manage multiple priorities in a dynamic environment.

Service Excellence

• At least 5 years of relevant service management, hospitality or customer experience.
• Adept in service design, journey mapping and process improvement.
• Strong organisational skills, action-oriented, attention to detail and the ability to manage multiple priorities in a dynamic environment
• Possess excellent communication and interpersonal skills, and the ability to exceed expectations of customers at all levels and engage internal and external stakeholders.

Note: Your appointment designation will commensurate with your relevant work experience. Successful candidates will be offered a 3-year contract in the first instance, and may be considered for placement on a permanent tenure during the contract period.

About Civil Aviation Authority of Singapore

The Civil Aviation Authority of Singapore's raison d'etre is to develop the air hub and aviation industry in Singapore, expanding Singapore's links to the rest of the world. We enable opportunities through aviation, making connections, opening doors and enabling choices in people's lives.