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 airport and lounge service an uniform standards.

Key Responsibilities:

• Define and govern airport service standards: Map end-to-end customer service flows, required inputs, expected outcomes, and handoffs across airport and lounge operations.
• Develop service content: Create and maintain service actions, scripts, and behavioural guidelines to standardise customer interactions.
• Drive service improvement initiatives: Design and launch service/culture campaigns and improvement programmes to influence behaviours and uplift standards.
• Governance and stakeholder management: Engage key stakeholders (Ops BUs, Training, QA, Comms, partners) to secure adoption; support committee endorsements.
• Standards integration: Embed requirements into manuals for procedural alignment.
• Uniform and grooming standards: Define uniform design specifications, oversee quality during renewals, and maintain style guides (grooming, makeup, hair, attire) to ensure brand consistency.
• Benchmarking and best practices: Conduct external research to identify industry benchmarks and implement best-practice opportunities.

Requirements

• Degree in any discipline
• Experience in customer servicing, airport operations or a related field
• 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
• Experienced Cabin Crew are welcome to apply

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