Senior Manager (Service Excellence)

Develops and implements service excellence initiatives in People’s Association (PA) to strengthen the organisation’s service capabilities to deliver great service experience across PA’s service channels and touch points. Develops, and implements organisational excellence initiatives in PA to build capacity and culture for transformation and change, to improve PA’s effectiveness for the long-term.

• Collaborates with stakeholder divisions to develop, review and implement the Service Excellence, Service Transformation and Service Performance framework and organisation-wide systems that will strengthen the service capabilities in PA to meet the needs of residents.
• Manages the service delivery standards for the PA’s resident-facing outlets through conducting service audits, benchmarking surveys, monitoring progress and ensuring compliance with service standards across all touch points.
• Develops and reviews...