Assistant Director (Operations and Service Excellence)

Civil Aviation Authority of Singapore

Fixed Terms

What the role is

The Singapore Aviation Academy (SAA) is the training arm of Civil Aviation Authority of Singapore (CAAS). SAA trains aviation professionals in support of capability development and capacity building for the Singapore air hub and the international aviation community.

To ensure its continued relevance and to further establish itself as a centre of excellence for aviation knowledge, SAA is undergoing transformation of andragogy, learning spaces and service experience.

The transformation will enable SAA to provide an enhanced learning experience for aviation professionals at the junior, middle and top management levels. The new SAA building will also be a vibrant hub providing new community and event spaces for the public to enjoy.

The SAA is looking to recruit an Assistant Director (Operations and Service Excellence) who would play a critical role in driving operational efficiency and exceptional service delivery at SAA.

What you will be working on

As Assistant Director (Operations and Service Excellence), you will:

Lead initiatives to improve customer service quality and satisfaction including benchmarking best practices in operations and service from across sectors and developing suitable operations and service model for SAA, utilising both human interaction and digital tools
Develop and implement operational systems, policies and procedures to streamline SAA’s operations, establish service standards and monitor customer feedback and SAA teams’ performance to achieve high levels of operational efficiency and service delivery
Manage and oversee the daily operations of SAA to ensure smooth day-to-day operations and quality service delivery to SAA’s trainees, high level visitors and guests, and address operational and service-related issues promptly
Work with internal and external stakeholders to deliver excellent customer service to SAA’s course participants, guests and visitors
Manage customer, guest and alumni relations, including developing and implementing an alumni engagement strategy.

What we are looking for

At least 10 years of relevant operations and service experience, with at least 5 years of experience managing operations and leading service teams
Strong organisational skills, action-oriented, attention to detail and the ability to manage multiple priorities in a dynamic environment
Possess excellent communication and interpersonal skills, and the ability to exceed expectations of customers at all levels, and engage internal and external stakeholders.

About Civil Aviation Authority of Singapore

The Civil Aviation Authority of Singapore's raison d'etre is to develop the air hub and aviation industry in Singapore, expanding Singapore's links to the rest of the world. We enable opportunities through aviation, making connections, opening doors and enabling choices in people's lives.