Assistant Manager / Manager - Service Innovation, Experience Excellence

At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovative, fun and meaningful sporting experiences. Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character and builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport. Sport Singapore is constantly on the lookout for individuals who are passionate about what they do. Anchored in our values of Passion for Sport, Strength through Teamwork and Care for People, we believe in working and playing, not just as a team, but as a family. The incumbent is responsible to build positive customers experiences (online and offline) through high standards of customer service and face to face members’ engagement at ActiveSG physical touchpoints and membership and facility booking systems, leveraging on data analytics and insights to continuously innovate to meet customer demands and needs. Role and Responsibilities: • To engage internal and external stakeholders to ensure efficient delivery of services to the citizen. • To establish the multi-year plan on key focus areas and deliverables with the aim to improve on the Net Promoter Score. • To establish the framework and standards of the annual service audit and implement the audit to ensure targeted service levels are met. • To engage citizens on improvement of service through face-to-face interviews as well as phone interviews. • To review the results of the annual service audit and establish the plan to address gaps and shortfalls. • To engage citizens to understand their needs and concerns to address the issues. • To develop new policies with reference to SportSG’s service needs, benchmarked in accordance with industry’s best practices and aligned with relevant IM guidelines. • To review existing policies to ensure relevance, robustness and up-to-date procedures in alignment to IM guidelines and propose enhancements, if any. • To engage key stakeholders (e.g. Legal department & citizen engagement) to seek views and buy-ins for the proposed new policies or enhancements to the existing policies. Address concerns (if any) and adopt suggestions where applicable. • To revamp and transform the job roles so that Sport Centre staff are able to deliver high quality service. • To prepare customised training materials and conduct trainings/briefing sessions to the relevant teams. • To engage with Citizens to refine the service delivery and ops efficiency. • To establish guidelines and other corporate administration policies on Service Innovation • To assist team in managing customers’ expectations for requests that fall outside the guidelines or requests that are unique. • To prepare and/or analyse data and statistical reports for the purpose of Management reporting. • To ensure processes executed are well aligned with SportSG’s internal guidelines and IM guidelines. We are looking for self-motivated individuals who value integrity, teamwork and take pride in going the extra mile to provide excellent service to stakeholders and the community. This individual should be a sport advocate through living an active lifestyle and staying active. In addition, an ideal candidate should possess the following: • At least 5 years of management experience and working with vendors • Experience in quality service management, customer service management will be advantageous • Excellent written and verbal communication skills • Good project management skills • Excellent team player • An eye for details • Able to multi-task and work under pressure The level of offer will commensurate with applicants’ experience and track records. Successful candidates will be offered a 2/3-year contract in the first instance. Only shortlisted candidates will be notified.