Service Excellence - Assistant Director

Overall Job Responsibility

• Support the Deputy Director (DD) to implement and operationalise SG Enable's overarching service excellence strategy, service policy, and customer experience frameworks.
• Lead and manage the Service Excellence team to drive daily service operations across all touchpoints, cultivate an inclusive and empathetic service culture, leverage data analytics for actionable insights, and drive the use of technology to improve service standards.
  
  

Duties and Responsibilities

• QSM Operations
• Support the DD in operationalising the Quality Service Manager (QSM) framework, taking ownership of daily triage, investigation, and resolution of complex customer feedback, appeals, and complaints in accordance with SG Enable's service standards.
• Oversee and optimise all service touchpoints (i.e. Information and Career Centre, Infoline, Contactus Email, MP Appeals) to ensure accessible and seamless service experiences for persons with disabilities, caregivers, and other relevant stakeholders.
• Track and analyse service standards of QSM and other front-facing touchpoints.
• Identify gaps in product knowledge for staff and implement gap closure activities, including facilitating training and seeking alignment with business units.
• Improve systems and processes pertaining to customer requirements, customer relationship, and customer satisfaction, including knowledge management and SOP creation and updates.
• Track external developments and share resources with the team, to support the organisation's No Wrong Door Policy.
• Service Culture & Capability Building
• Drive initiatives to embed a customer-centric and empathetic culture across SG Enable, creating shared ownership of service excellence with business units.
• Operationalise service training curricula in partnership with internal teams to continuously uplift staff service capabilities, inclusion awareness, and service recovery skills.
• Manage and enhance service recognition and award programs to celebrate service champions, boost staff morale, and sustain high-performance standards.
• Service Analytics & Digitalisation
• Drive the development and implementation of an integrated Feedback Management System (FMS) to streamline the capture, tracking, and management of feedback, inquiries, and service recovery across channels.
• Lead the analysis of service metrics and feedback trends data to derive actionable insights for process and service improvements.
• Other Duties
• Coach and develop the Service Excellence team, fostering a high-performing and collaborative work environment.
• Participate and contribute in special projects and work groups as assigned by RO or Director
• Other duties/responsibilities assigned by RO or Director
  
  

Qualifications, Knowledge And Experience

• Bachelor degree in any discipline
• 7 to 10 years of relevant experience in service quality, customer experience (CX), operations, or service transformation, with at least 3 to 4 years in a supervisory or team lead capacity.
• Strong interpersonal skills and people oriented
• Effective verbal and written communication skills
• Strong experience in leveraging data analytics tools to evaluate customer sentiment/feedback and translating data insights into service improvements
• Ability to multi-task with strong organisational skills
• Diligent and meticulous, with a keen eye for details
• Proficient in Excel and other MS Office applications with the ability to learn new systems
• Good leadership, ability to lead, manage and motivate team members
  
  

Additional Information

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• Current and expected salaries and annual package
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