Overall Job Responsibility
- Support Director to develop and execute the overarching approach to governance and service excellence delivery, in support of SG Enable's mission and vision.
- Support Director to build the capabilities and capacities of the Division.
Duties and Responsibilities
- Governance
- Drive the development and operations of the overall Governance Framework for SG Enable
- Oversee the formulation and implementation of SG Enable's Enterprise Risk Management framework and providing guidance to the governance team in identifying, quantifying, and mitigating strategic risks while embedding a proactive risk-aware culture across the organization
- Lead the team in executing robust data protection policies, impact assessments, and breach management protocols in alignment and compliance with PDPA regulations
- Drive the development of SG Enable's operational resilience strategy and Business Continuity Planning to ensure readiness and rapid recovery during disruptions
- Service Excellence
- Oversee the Quality Service Manager framework, and directing the team in the triage, investigation, and escalation of complex customer feedback, appeals, or complaints to ensure fair and timely resolution in accordance to SG Enable's service policy and standards
- Lead the analysis of service metrics, customer satisfaction scores, and feedback trends to identify systemic service gaps, championing process re-engineering and service recovery frameworks
- Spearhead initiatives to embed a customer-centric culture and establishing service benchmarks and standards across touchpoints in SG Enable
- Drive the development of service training curricula and service recognition/award programs to motivate staff, uplift service capabilities, and maintain high standards of frontline service delivery
- Other Duties
- Support in planning the division's manpower and training / competency needs
- Provide support for other duties that may be assigned by the Director or Senior Management from time to time
Qualifications, Knowledge And Experience
- 10–12 years of relevant experience in corporate governance, service quality management or related domains, with at least 5 years in a managerial or leadership capacity.
- Ability to effectively engage, negotiate with, and influence stakeholders including senior executives, Board members, and external regulatory bodies.
- Strong capability to synthesize complex data—from risk heat maps to sentiment trends—into actionable strategic insights for leadership.
- High emotional intelligence to lead service recovery efforts, manage stressful situations
