Manager / Senior Manager (Operations and Service Excellence)

Role overview

The Singapore Aviation Academy (SAA), the training division of the Civil Aviation Authority of Singapore (CAAS), develops aviation talent to support capability building and growth for Singapore’s air hub and the wider international aviation community.

SAA is in the midst of a major refresh of its teaching approach, learning environments, and service experience so it can stay relevant as a centre of excellence for aviation knowledge. The new campus is intended to offer a stronger learning experience for aviation professionals across junior, middle, and senior management levels, while also serving as an active community and event destination for the public.

The academy is hiring a Manager / Senior Manager (Operations and Service Excellence) to strengthen operational effectiveness and elevate service delivery. The role has two possible focus areas—Operations Excellence or Service Excellence—and applicants may indicate the track that best matches their background and interests.

Operations Excellence

• Shape end-to-end customer experiences across the full learner journey, from pre-course engagement and registration through to post-course follow-up.
• Create and roll out systems, procedures, and operating policies that improve efficiency and raise service standards.
• Oversee the academy’s day-to-day operations to keep activities running smoothly.
• Spot operational weaknesses, investigate underlying causes, and resolve workflow or process issues quickly.
• Lead process review and improvement efforts to remove inefficiencies and enhance performance.
• Track and manage operational indicators such as SLAs and other performance measures.
• Champion ongoing improvement through agile work methods and cross-functional collaboration.

Service Excellence

• Design well-considered customer journeys spanning pre-course, registration, and post-course interactions.
• Set and maintain service standards that ensure a consistent experience for trainees, distinguished visitors, and guests.
• Monitor feedback from multiple service channels, interpret trends, and turn insights into practical improvements.
• Track customer satisfaction measures, including SLAs and service performance metrics.
• Build structured feedback channels between instructors, course managers, and schools.
• Respond swiftly to service issues while supporting smooth operations and quality delivery.
• Drive service enhancement programmes and compare practices against industry benchmarks.
• Encourage a customer-first mindset through internal messaging and service training initiatives.
• Develop standard communication materials so language, style, and tone remain consistent.
• Partner with internal teams and external stakeholders to deliver strong service to course participants, guests, and visitors.

Requirements

• For the operations track, candidates should bring at least 5 years of relevant experience in operations and service-related work.
• For the service track, candidates should have at least 5 years of relevant background in service management, hospitality, or customer experience.
• Strong analytical thinking and structured problem-solving ability are essential.
• A successful history of delivering process improvement initiatives is expected.
• Experience in leading workshops and driving change efforts will be advantageous.
• Applicants should be highly organised, detail-oriented, proactive, and able to manage several priorities in a fast-moving environment.
• For the service track, strong capability in service design, journey mapping, and process improvement is required.
• Excellent communication and interpersonal skills are important, along with the ability to meet and exceed expectations across all stakeholder levels.

Additional information

The appointment title will depend on the candidate’s relevant work experience.

Successful candidates will initially be engaged on a 3-year contract, with the possibility of being considered for permanent placement during the contract period.

Role focus

This position offers two specialisation paths: Operations Excellence and Service Excellence. Candidates may apply for the track that best aligns with their expertise and career goals.

Working arrangement

This is a contract role based onsite in Singapore.