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

Required Experience:

Senior Exec

Employment Type : Full Time
Experience: years
Vacancy: 1