Operations & Service Excellence Manager (Senior)

About the role

The Singapore Aviation Academy (SAA) seeks a Manager / Senior Manager to lead Operations and Service Excellence. This role will shape customer journeys, streamline processes, and ensure high‑quality service for aviation professionals across all training levels.

Key responsibilities

• Co‑create end‑to‑end customer journeys from pre‑course registration to post‑course completion.
• Develop and implement operational systems, policies and procedures to boost efficiency.
• Oversee daily operations, monitor KPIs such as SLAs and performance metrics.
• Identify operational gaps, conduct root‑cause analysis and drive process improvement initiatives.
• Establish service standards and manage omnichannel customer feedback.
• Lead service‑quality projects, benchmark against industry best practices and promote a culture of customer‑centricity.
• Collaborate with instructors, course managers and external partners to ensure consistent communication and service delivery.

Required profile

• Proven experience in operations or service management, preferably in an educational or training environment.
• Strong analytical skills with a track record of driving continuous improvement.
• Excellent stakeholder management and communication abilities.
• Ability to lead cross‑functional teams and manage multiple initiatives simultaneously.

Required skills