Senior Executive / Assistant Manager Service Culture & Quality

Job Description

The successful candidate will be part of the Service Culture & Quality team in Customer Services and Operations Division, Airport Operations. With a passion to develop customer service standards and competencies across ground touchpoints, your key role is to seek out opportunities to elevate service standards through training, VoC analysis, and service audits.

Key Responsibilities:

• Oversee competency framework & training needs for frontliners (Station Managers, as well as Airport & Lounge staff)
• Monitor service performance and identify key trends for service improvement for airport and lounges. 
• Coordinate service audits and observations at various ground service touchpoints. 
• Assist in the coordination of the annual CEO Service Excellence Awards 

Requirements

• Degree in any discipline
• Experience in customer servicing, airport operations or a related field
• Experienced Cabin Crew are welcome to apply
• Effective interpersonal and communications skills (written and verbal)
• Meticulous, with keen attention to detail
• Strong interest in service standards and people development
• Possesses a curious mind, with good organisation skills