About this role
<p style="text-align:center"><img></p> <div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Job Purpose</b></H2> </div><div><p style="text-align:justify">We are seeking a driven and service-oriented Service Excellence Executive to elevate service standards across all business units. The role focuses on end-to-end service recovery, performance monitoring, continuous improvement (Kaizen), including managing service lapses and corrective actions.</p> <p style="text-align:justify">This role is responsible for strengthening service capabilities through training and SOPs, leading transformation initiatives, and ensuring consistent service delivery through strong governance, reporting and stakeholder coordination.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Responsibilities</b></H2> </div><div><p style="text-align:justify"><strong>Service Transformation</strong></p> <ul style="text-align:justify"> <li>Lead and support group‑wide service excellence initiatives to uplift and standardise service delivery across all business units.</li> <li>Apply Kaizen and continuous improvement methodologies to enhance service processes, outcomes, and customer experience.</li> <li>Strong curiosity and initiative in using technology, digital tools, and AI‑enabled solutions to drive service excellence, streamline processes, and support transformation initiatives.</li> </ul> <p style="text-align:justify"><strong>Service Standards and Training</strong></p> <ul style="text-align:justify"> <li>Drive service quality improvements through structured training programmes, SOP reinforcement, and capability development initiatives.</li> <li>Review, develop, and update service SOPs to ensure relevance, clarity, and consistent application.</li> <li>Support rollout of training interventions to address performance gaps and uplift service capability.</li> </ul> <p style="text-align:justify"><strong>Service Performance Monitoring</strong></p> <ul style="text-align:justify"> <li>Design, conduct, and analyse service surveys and other feedback channels to gather actionable insights on customer experience and service quality.</li> <li>Track, analyse, and interpret service performance metrics, including customer feedback, app inputs, social media insights, complaints, and compliments.</li> <li>Organise and facilitate focus groups and structured feedback sessions with customers and service partners to identify pain points and co‑create improvement solutions.</li> <li>Identify trends, systemic gaps, and improvement opportunities, and recommend targeted interventions.</li> <li>Maintain accurate service performance dashboards and records.</li> </ul> <p style="text-align:justify"><strong>Service Recovery and Case Management</strong></p> <ul style="text-align:justify"> <li>Serve as the primary client-facing point of contact for all service recovery issues, managing service lapses end‑to‑end from investigation and recovery through to corrective actions and closure.</li> </ul> <p style="text-align:justify"><strong>Stakeholder Coordination</strong></p> <ul style="text-align:justify"> <li>Work closely with SMRT corporate HQ to align on training programmes, service standards and adopt best practices</li> <li>Coordinate cross‑functional efforts to ensure effective implementation and alignment across business units</li> </ul> <p style="text-align:justify"><strong>Reporting and Governance</strong></p> <ul> <li style="text-align:justify">Deliver monthly reports on service KPIs, initiatives, and improvement outcomes to stakeholders</li> <li style="text-align:justify">Perform any other ad hoc duties as assigned</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Qualifications & Work Experience</b></H2> </div><div><ul> <li style="text-align:justify">Degree or other equivalent qualification</li> <li style="text-align:justify">At least 2 years of experience in service-related roles (preferably in mobility or automotive industry).</li> <li style="text-align:justify">Strong track record in handling service recovery, complaints, and driving service improvements</li> <li style="text-align:justify">Able to interpret data, identify trends and translate insights into actions to improve service standards</li> <li style="text-align:justify">Confident working across multiple teams and senior stakeholders</li> <li style="text-align:justify">Hands-on, structured, and able to drive initiatives end-to-end</li> <li style="text-align:justify">Clear, professional communicator with strong reporting and presentation skills</li> <li style="text-align:justify">Comfortable working in a fast-paced and dynamic environment</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:16.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Skills</b></H2> </div><div><ul> <li>Proficient in Microsoft Office Suite.</li> <li>Self‑driven and curious, with a strong interest in using technology and AI to enhance processes and service outcomes</li> <li>Excellent organisational and multitasking abilities</li> <li>Skilled in navigating and coordinating with internal teams and external stakeholders.</li> <li>Collaborative mindset with a focus on team success</li> </ul></div></div></div>