Location: CAA-Changi Airport Terminal 2
[What the role is]
The Senior Manager / Assistant Director (Operations and Service Excellence) plays a pivotal role in driving operational efficiency, service quality, and continuous improvement at SAA. You will lead end-to-end operations and service excellence initiatives, working across internal teams and external stakeholders to deliver seamless experiences for SAA's course participants, high-level visitors, guests, and alumni. This role requires a dynamic individual who thrives in a fast-paced environment and brings both strategic thinking and hands-on execution.
[What you will be working on]
Oversee the administration and optimisation of SAA's training and learning management systems
Identify user pain points through usability testing and working with vendors to improve SAA's digital touchpoints
Lead the requirements gathering, scoping of specifications, testing and implementation for new digital systems that support SAA’s future operations
Serve as the primary point of contact for systems vendors, managing relationships, contracts, and KPIs to ensure consistent service quality and on-time delivery
Apply design-thinking and process improvement methodologies to close operational gaps and drive workflow automation
Work closely with internal stakeholders to lead change initiatives and cross-functional collaboration across teams
[What we are looking for]
At least 8 years of experience in operations, service management, or a related field; experience in an IHL or CET environment is a plus
Strong project management skills, with a track record of delivering multiple initiatives concurrently
Hands-on experience with workflow automation and digitising manual processes
Familiar with process improvement methodologies (e.g. Lean, Six Sigma) and design-thinking frameworks
A collaborative team player with strong stakeholder management and analytical skills
Excellent communication and writing skills
Job description provided by Economic Development Board.
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