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Senior Executive / Assistant Manager Service Culture & Quality

Singapore Airlines • SG • 3d ago

Job Description

The successful candidate will be part of the Service Culture & Quality team in Customer Services and Operations Division, Airport Operations. With a passion to develop customer service standards and competencies across ground touchpoints, your key role is to seek out opportunities to elevate airport and lounge service an uniform standards.

Key Responsibilities:

Define and govern airport service standards: Map end-to-end customer service flows, required inputs, expected outcomes, and handoffs across airport and lounge operations.
Develop service content: Create and maintain service actions, scripts, and behavioural guidelines to standardise customer interactions.
Drive service improvement initiatives: Design and launch service/culture campaigns and improvement programmes to influence behaviours and uplift standards.
Governance and stakeholder management: Engage key stakeholders (Ops BUs, Training, QA, Comms, partners) to secure adoption; support committee endorsements.
Standards integration: Embed requirements into manuals for procedural alignment.
Uniform and grooming standards: Define uniform design specifications, oversee quality during renewals, and maintain style guides (grooming, makeup, hair, attire) to ensure brand consistency.
Benchmarking and best practices: Conduct external research to identify industry benchmarks and implement best-practice opportunities.

Requirements

Degree in any discipline
Experience in customer servicing, airport operations or a related field
Effective interpersonal and communications skills (written and verbal)
Meticulous, with keen attention to detail
Strong interest in service standards and people development
Possesses a curious mind, with good organisation skills
Experienced Cabin Crew are welcome to apply

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified

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