Senior Executive / Assistant Manager - Service Culture & Quality

Job Overview

We are seeking a dedicated professional to join the Service Culture & Quality team within the Customer Services and Operations Division at Singapore Airlines' Airport Operations. The role centers on enhancing customer service standards and competencies across various ground contact points including airport terminals and lounges.

Key Responsibilities

• Establish and manage comprehensive airport service standards by mapping detailed customer service processes, inputs, outcomes, and interaction points throughout airport and lounge operations.
• Develop and update service-related content such as action plans, communication scripts, and behavior guidelines aimed at standardizing customer engagements.
• Lead service enhancement initiatives by creating and implementing campaigns and programs to promote cultural shifts and elevate service benchmarks.
• Manage governance and stakeholder relationships by collaborating with operational business units, training teams, quality assurance, communications, and external partners to drive standard adoption and support committee approvals.
• Incorporate service standards into operational manuals to ensure consistency in procedures.
• Oversee uniform and grooming standards including defining design specifications, monitoring quality during uniform renewals, and maintaining comprehensive style guides to uphold brand image.
• Conduct external benchmarking research to pinpoint industry best practices and integrate them into operational enhancements.

Candidate Requirements

• Possession of a degree in any academic discipline.
• Prior experience in customer service, airport operations, or a related sector.
• Strong written and verbal communication skills with excellent interpersonal abilities.
• Attention to detail and a meticulous approach to work.
• Passion for service quality and talent development.
• Curiosity-driven mindset combined with solid organizational capabilities.
• Candidates with previous cabin crew experience are encouraged to apply.

Additional Information

We appreciate all applications and advise that only shortlisted candidates will be contacted.