Exec / Snr Exec / Asst Mgr Customer Contact Services (Centre of Excellence)

Job Description

The successful candidate will be part of the Customer Contact Services Department (CCSD), Customer Services & Operations (CSO) Division. CCSD's Centre of Excellence (CoE) team provides operational guidance and strategic support to contact centre operations, ensuring high level of service and operational consistency across all sites.

Key Responsibilities:

• Work closely with internal stakeholders (within CCSD and across SIA business units) and external service partner(s) to address operational gaps, develop interim solutions where required, and drive the codification of sustainable processes in partnership with CCSD’s Global Delivery and Process & Quality Management teams.
• Oversee and manage vendor teams handling specialised functions, ensuring service-level agreement (SLAs) are met, and to consistently achieve quality standards and productivity targets.
• Support change management initiatives, oversee the performance of specialised functions to ensure that SLAs are achieved, backlogs are proactively managed, quality standards are maintained, and manpower and workload are adequately allocated.
• Provide guidance and oversee escalations for complex or sensitive cases, including identifying emerging fraud trends, and engaging other business units in investigations.
• Lead and support all engagement initiatives involving service partner(s), including and not limited to any new initiatives that may arise according to the needs of the department and/or service partner(s).
• Work on initiatives to improve operational excellence and delivery of high-quality customer experience across the contact centre network.

Requirements

• Degree in any discipline.
• Strong analytical and problem-solving skills, able to think out of the box and can translate operational gaps into actionable solutions.
• Excellent interpersonal and communication skills; able to collaborate effectively across departments and external partners.
• Demonstrate strong leadership and stakeholder management capabilities.
• Project management experience with the ability to manage multiple priorities in a fast-paced environment.
• Self-motivated, resourceful and able to work independently.

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.