[SED] Assistant Manager/Manager, Service Excellence Department (1-Year Contract)

BE PART OF A DIGITALLY COMPETENT & HIGH PERFORMING TEAM At ACRA, we are always on the lookout for high performing individuals who share our aspiration of making Singapore the best place for business. Our people are proactive self-starters, empowered to create value and grow their careers in an environment that fosters trust and respect. The future of our service delivery will focus on higher value work, enabled by digital solutions. We offer interesting and challenging work experience in Service Delivery and Design of Digital Services. You can look forward to opportunities to transform service delivery through leveraging new technologies to deliver services that are customer-centric, data-driven, seamless and efficient. If you have what it takes, join us, and be part of the team to promote a trusted and vibrant environment for businesses in Singapore! a) Service Operations Management • Manage our helpdesk service team to deliver high-quality service while maximising operational efficiency • Monitor and analyse frontline performance metrics, customer feedback, and operational data to identify trends, drive continuous improvements, and ensure service targets are met. • Resolve complex escalations and provide high-value business advice to customers requiring assistance. b) Service Transformation & Technology Integration • Implement service initiatives (e.g. drive usage of self-service platforms such as chatbots) in frontline service operations to modernise service delivery through technology adoption and process automation • Leverage data analytics and customer insights to design user-centric services that streamline processes and improve service delivery across all touchpoints (e.g. website, live chats, phone calls) • Apply design thinking principles to identify service gaps, develop innovative solutions, and implement customer-focused improvements that drive measurable outcomes. • Professional qualifications in Business Management, Operations Management, or related fields • Minimum 2 years of progressive experience in contact centre management or frontline service operations, including team leadership and multi-channel service delivery • Knowledge of contact centre technologies, CRM systems, and digital service platforms • Understanding of service design principles and customer experience management • Excellent communication and stakeholder management skills • Customer-focused mindset with commitment to service excellence • Proactive, adaptable, and resilient with ability to perform effectively under pressure in fast-paced environments