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Nanyang Polytechnic

Senior/Lead Executive - Centre for Service Excellence

Nanyang Polytechnic

Fixed TermsClosed

What the role is

As a Senior/Lead Executive of Centre for Service Excellence, you will be contributing to the service design and experience segment by ensuring that all our stakeholders including learners, both in-flight and potential enrolees, industry partners and members of the public are provided with an optimum experience with NYP. The role involves mapping customer journeys, identifying pain points, prototyping new service designs, and standardizing processes across NYP. The role also involves handling customer inquiries, managing complex cases, and conducting data analysis to generate reports and insights for operational improvements. The ideal candidate will balance strategic planning with operational efficiency, demonstrating strong organizational, analytical, and communication skills to uphold NYP's service standards and foster positive stakeholder relationships.

What you will be working on

Service Design Support & Process Improvement

  • Assist in mapping customer journeys across various service touchpoints and maintaining the master copy of the journey map for knowledge management. Identify pain points or inefficiencies in the current service workflow, suggesting improvements to streamline the customer experience.
  • Actively contribute insights from case management and customer interactions into service design workshops. Help ensure customer needs are accurately reflected in the design of new services.
  • Co-lead and collaborate with team members to standardise service processes and protocols to ensure consistency in service delivery across multiple channels. Suggest best practices to enhance process efficiency and quality.
  • Co-lead regular audits of service touchpoints to ensure customer interactions meet the institution's service excellence standards, providing feedback for improvement.
  • Experience in designing and implementing customer feedback surveys to consistently gather, analyse, and act on customer opinions for service enhancement would be an added advantage.

Case Management and Service Operations

  • Manage day-to-day operations of customer service & engagement seamlessly between physical (e.g. service centre) and digital touchpoints (e.g. contact centre, live chat) to ensure satisfaction and complete the interaction process.
  • Follow up with relevant stakeholders on escalated complex cases to ensure issue is resolved for customers.
  • Handle complaints and feedback, and direct cases to appropriate parties for action. Draft responses in accordance with SOPs and service standards.
  • Capture and maintain accurate records of all customer interactions in the case management system, ensuring data is current and compliant with governance policies.

Data Analytics and Reporting

  • Track key service delivery metrics and conduct basic analysis of service-related data with data analytics tools such as Excel or Power BI. Conduct basic analysis of service-related data and use data to highlight service bottlenecks or areas requiring intervention.
  • Identify patterns in customer inquiries and service performance, such as recurring issues or seasonal spikes in inquiries. Use analytics to support data-driven decision-making in suggesting areas of improvement, process improvements or resource allocation adjustments.

What we are looking for

  • Tertiary qualification, preferably in Communications, Customer Service, or a related field.
  • 3-5 years of experience in customer service, case management or operations.
  • Experience in handling complex customer inquiries independently.
  • Proficiency in data analytics and experience in creating reports using tools such as Excel or Power BI. 
  • Strong interpersonal skills with the ability to influence peers and drive service improvements. 
  • Experience in working on service design or process improvement projects is an advantage. 
  • Strong communication (both written and verbal) and interpersonal skills, with the ability to interact effectively with internal and external stakeholders.
  • Detail-oriented with excellent organisational skills and a commitment to continuous improvement and meeting deadlines.
  • Ability to collaborate effectively in a team environment and contribute to service innovation projects.

About Nanyang Polytechnic

Nanyang Polytechnic is committed to providing quality education and training to prepare our graduates for life and work, equipping them to contribute to the technological, economic and social development of Singapore. Nanyang Polytechnic will harness our resources and expertise to offer manpower development programmes and services to business and industry in support of Singapore's national development.