Senior/Lead Executive - Centre for Service Excellence

As a Senior/Lead Executive within the Centre for Service Excellence at Nanyang Polytechnic, you will play a pivotal role in shaping and enhancing the overall service delivery and experience for our diverse stakeholder groups. This includes current and prospective learners, industry partners, and other key stakeholders associated with the institution. Your contributions will be fundamental in ensuring that the services provided align with the highest standards of excellence, fostering positive relationships and a supportive environment for all parties involved. You will be instrumental in driving initiatives that improve service efficiency, responsiveness, and the overall satisfaction of those engaging with the Centre.

About the Role

You will be responsible for overseeing and managing key service delivery processes and initiatives within the Centre for Service Excellence. This involves developing and implementing strategies to enhance service quality, streamline operations, and ensure consistent, positive experiences for all stakeholders. You will lead efforts to gather and analyze feedback, identify areas for improvement, and collaborate with internal teams and external partners to drive service excellence across relevant functions.

Key Responsibilities

• Develop, implement, and monitor service standards and quality assurance frameworks.
• Lead stakeholder engagement initiatives, building and maintaining strong relationships with learners, industry partners, and other key groups.
• Manage service delivery processes, ensuring efficiency, effectiveness, and adherence to institutional policies and procedures.
• Analyze service performance data and stakeholder feedback to identify trends, opportunities, and areas requiring intervention.
• Collaborate with internal departments and external agencies to coordinate service delivery and resolve complex issues.
• Contribute to the development and execution of service improvement projects and initiatives.
• Provide leadership and mentorship to service teams, fostering a culture of excellence and continuous improvement.

Requirements

• Proven experience in a senior service management or leadership role, ideally within an educational or complex service environment.
• Strong leadership skills with the ability to inspire, motivate, and guide teams towards achieving service excellence goals.
• Excellent communication and interpersonal skills, with the ability to engage effectively with diverse stakeholders at all levels.
• Demonstrated ability to analyze data, identify root causes of issues, and develop actionable solutions.
• Experience in developing and implementing service quality frameworks and improvement strategies.
• Relevant tertiary qualifications in a field such as Business Administration, Service Management, or a related discipline.
• Ability to work collaboratively within a multidisciplinary team and across organizational boundaries.