Deskripsi Pekerjaan
Join SMRT Corporation, Singapore's leading multi-modal transport service provider, and take the helm of our Service Transformation initiatives. We are seeking a dynamic and passionate Executive / Senior Executive to drive a culture of continuous service improvement across our operations, ensuring a world-class commuter experience.
In this pivotal role, you will be the champion of customer-centricity, developing and executing strategies that elevate our service standards. You will work closely with cross-functional teams to translate high-level transformation goals into tangible, on-ground improvements. Your primary focus will be on redefining our service blueprint, ensuring every touchpoint reflects our commitment to safety, reliability, and care.
As a key member of the team, you will be responsible for developing innovative training modules and establishing robust governance frameworks. This includes driving service capability via training and SOPs, leading transformation projects, and ensuring consistent delivery with rigorous governance and reporting. You will lead the review of service policies, leveraging data analytics to identify friction points and implement sustainable solutions that foster a proactive service culture.
SMRT is committed to service excellence. As an Executive / Senior Executive, Service Transformation, you will report directly to the Head of Service Transformation and play a critical role in implementing the strategic roadmap. You will drive service capability by designing and delivering comprehensive training programs and standard operating procedures (SOPs). You will lead service transformation initiatives from ideation to execution, using structured problem-solving and change management methodologies.
Your responsibilities will extend to ensuring consistent service delivery across all touchpoints. This requires the development of a robust governance structure, including regular audits, performance dashboards, and management reporting. You will analyse customer feedback and operational data to identify trends and drive continuous improvement. Collaborating with station management, engineering, and corporate communications, you will ensure a unified approach to service excellence.
This role is ideal for someone who thrives in a fast-paced, impactful environment. You will have the opportunity to shape the future of public transport in Singapore. We offer a collaborative culture where ideas are valued, and professional growth is a priority. If you are a strategic thinker with a passion for service excellence, we invite you to be a part of our journey.
Tanggung Jawab
- Drive service capability development by designing and implementing comprehensive training modules and Standard Operating Procedures (SOPs) across all operational touchpoints.
- Lead and manage end-to-end service transformation projects, from conceptualisation and business case development to execution and post-implementation review.
- Establish and maintain robust governance frameworks, dashboards, and reporting mechanisms to track service performance and ensure compliance with quality standards.
- Champion a customer-centric culture by analysing feedback, service recovery data, and market trends to identify opportunities for service enhancement.
- Collaborate with cross-functional teams (Operations, Engineering, HR, Communications) to drive large-scale change management initiatives and embed new service standards.
- Conduct regular service audits, mystery shopping exercises, and frontline observations to identify gaps and implement corrective action plans.
- Prepare high-quality management reports, presentations, and proposals to communicate transformation progress, insights, and recommendations to senior leadership.
Kualifikasi
- Bachelor's Degree in Business, Engineering, Communications, or a related field from a recognized university.
- Minimum 2 years of working experience (Executive) or 3-5 years (Senior Executive) in Service Transformation, Operations Management, or Management Consulting.
- Proven experience in developing SOPs, training materials, and conducting service audits.
- Strong project management skills with the ability to manage multiple workstreams and stakeholders effectively.
- Excellent analytical, problem-solving, and data-driven decision-making abilities.
- Outstanding written and verbal communication skills, with experience in preparing executive-level reports and presentations.
- A genuine passion for customer service excellence and a dedication to enhancing the public transport experience in Singapore.
- Proficiency in Microsoft Office Suite (PowerPoint, Excel, Word). Knowledge of data visualisation tools (e.g., Tableau, Power BI) is a strong plus.