Job Description
The successful candidate will be part of Sales and Marketing Division, Global & Corporate Sales Department. He/ She will be responsible for driving strategic initiatives to enhance SIA Sales Operations, ensuring high service standards for our corporate customers.
Key Responsibilities
- Operational Performance Management
- Coordinate with Vendor to provide regular updates on Service Level Agreements (SLA).
- Monitor and analyze call center metrics. Develop action plans for addressing performance gaps and implement performance improvement initiatives.
- Vendor Management
- Conduct regular vendor performance reviews; negotiate and prepare updated contracts based on assessments; establish a feedback loop for continuous improvement.
- Workforce Management
- Determine the optimal staffing levels and schedule adjustments based on fluctuating call volumes and operational needs to ensure efficient service delivery.
- Process Improvement Initiatives
- Analyze existing workflows and identify bottlenecks or inefficiencies, deciding on necessary changes or technology implementations to enhance operational effectiveness.
- Reporting and Data Analysis
- Establish standardized reporting templates; work with vendors to prepare monthly data analysis reports with actionable insights; create dashboards for real-time KPI tracking.
- Provide insights and feedback on customer demand trends to internal stakeholders.
Requirements
- Degree in any discipline.
- At least 2 years of Project Management experience involving external vendors preferred.
- Experience in process improvement and change management initiatives would be advantageous.
- Able to lead and motivate teams, manage performance, and foster a collaborative work environment while driving accountability.
- Proficient in analyzing performance data, generating actionable reports, and using data-driven insights to inform decision-making and improve operations.
- Highly motivated and results focused.
- Independent and quick learner.
- Strong communications and stakeholders management skills.
- Strong change mindset and creative in seeking solutions.
We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.