Position Title
Senior Executive, Operational Excellence
Report To
Assistant Manager, Technology Excellence – Airlines Customer Management COE
Position Summary
This position plays a key support role in the Airlines Customer Management Centre COE, focusing on driving process efficiency and continuous improvement across customer service functions. Reporting to the Assistant Manager of Operational Excellence, this role is instrumental in supporting the execution of strategic initiatives, analysing processes and implementing improvements to enhance the overall customer experience. This position is responsible for identifying inefficiencies in existing workflows and supporting the design and implementation of optimized processes across contact centre and digital service channels with service excellence standards.
A significant part of the role also includes supporting training and capability-building efforts while assists in preparing training materials, conducting knowledge-sharing sessions, and ensuring frontline teams are equipped with the latest tools, processes, and service protocols.
Key Accountability
- Assist in analysing customer service workflows across contact centres, digital channels, and back-office functions.
- Support the implementation of process enhancements to improve service efficiency, accuracy, and turnaround time.
- Conduct time-and-motion studies, process mapping, and identify quick wins for optimization.
- Draft and update Standard Operating Procedures (SOPs), process manuals, and service guidelines.
- Ensure documentation reflects current practices and supports compliance, training, and audits.
- Maintain version control and ensure accessibility across departments.
- Assist in preparing training materials, visual guides, and quick reference documents for new processes or tools.
- Support the delivery of process training and onboarding sessions in collaboration with the training team.
- Coordinate feedback collection from frontline teams to improve training content and delivery.
- Collaborate with teams across Airlines Customer Management department, IT/Digital and Ground Operations to align processes and ensure smooth implementation of changes and improvement.
- Act as a liaison between stakeholders for entire Airlines Customer Management department to support change adoption and knowledge sharing.
- Participate in workshops and brainstorming sessions to generate improvement ideas and innovation.
Qualification & Working Experience
- Bachelor's Degree in Business Administration, Operations Management, or a related field.
- Master's degree is an advantage
- Minimum of 3–6 years of relevant experience in operational excellence or process improvement, ideally within the airline, travel, or customer service industry
Areas of Experience
- Hands-on experience working with or supporting contact centers, customer service operations, or shared service environments.
- Experience in facilitating cross-functional collaboration and aligning processes across departments such as Customer Experience, IT, Operations, and Training.
- Demonstrated ability to design and deliver training programs and manage documentation of SOPs and process standards.
- Familiarity with CRM systems (e.g., Salesforce), telephony platforms (e.g., Talkdesk), and workflow automation tools is preferred.
- Track record of successfully supporting or leading change management, digital transformation, or service quality initiatives.
