Know ATS Score
CV/Résumé Score
  • Expertini Resume Scoring: Our Semantic Matching Algorithm evaluates your CV/Résumé before you apply for this job role: Lead Executive, Centre for Service Excellence.
Singapore Jobs Expertini

Urgent! Lead Executive, Centre for Service Excellence Job Opening In Singapore, Singapore – Now Hiring NYP Nanyang Polytechnic

Lead Executive, Centre for Service Excellence



Job description

(What the role is)

As a Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring our diverse stakeholder groups including current and prospective learners, industry partners and the public are provided with optimal experience in NYP.

Your role will encompass implementing effective service solutions with service design thinking perspective, and conducting business process reviews, coordinating and managing awards administration, planning and managing NYP-wide events, and developing innovative engagement strategies.

The role also involves managing both enquiries and complex cases such as complaints, feedback, and quality service matters.

The ideal candidate will balance strategic planning with operational efficiency, demonstrating exceptional written communication and good analytical skills to uphold NYP's service standards and to foster positive relationships with diverse stakeholder groups.

(What you will be working on)

Data Analytics and Reporting

  • Track key service delivery metrics and perform monthly analysis of service-related data (e.g., inquiry volumes, common issues, peak periods) using tools like Excel or Power BI.

    Generate reports and visualizations to support operational insights.

  • Identify trends in customer inquiries and service performance, such as recurring issues or seasonal spikes in inquiries.

    Leverage analytics to support data-driven decision-making within the service design team, proactively recommending process improvements or resource allocation adjustments based on factual insights derived from customer service data.

  • Build and maintain data architecture and analytics solutions by translating strategy into technical frameworks, building data pipelines and models, and developing tools such as AI/ML applications, dashboards, and text analytics.

  • Ensure data integrity and foster innovation by maintaining data quality and security, prototyping new analytics solutions, and training team members in data tools and methods.

Service Design Support & Process Improvement

  • Contribute to mapping customer journeys across various service touchpoints, identifying pain points and inefficiencies in the current service workflow, and recommending improvements to streamline the customer experience.

  • Actively provide insights from case management and customer interactions to enhance service delivery and experience management by the Centre, ensuring that customer needs are accurately reflected in the design of new services.

  • Co-lead and collaborate with team members to standardise service processes and protocols, ensuring consistency in service delivery across multiple channels.

    Recommend best practices to enhance process efficiency and service quality.

Case Management and Service Operations

  • Manage day-to-day customer service and engagement operations seamlessly across physical (e.g., service centre) and digital touchpoints (e.g., contact centre, live chat, chatbot) to ensure satisfaction and completion of the interaction process.

  • Apply a strategic mindset, resourcefulness, and meticulous attention to detail to conduct comprehensive case analyses.

    Collaborate with internal stakeholders on joint case management to resolve issues arising from complaints, appeals, or other concerns, identify systemic problems, and develop strategies to prevent future occurrences.

  • Coordinate responses using inputs from internal stakeholders, ensuring alignment with NYP and PSD SOPs and service standards.

  • Review draft responses for cases that need to be escalated to the QSM's Office.

  • Capture and maintain accurate records of all customer interactions in the case management system, ensuring data is current and compliant with governance policies.

(What we are looking for)

  • Relevant qualifications and a proven track record with a minimum of 3–5 years of experience in project management and data analytics.

    Experience in event planning will be an added advantage.

  • Strong written and verbal communication skills, complemented by excellent interpersonal abilities to interact effectively with internal and external stakeholders.

  • Demonstrate care and empathy in understanding customers' underlying needs and going the extra mile to assist.

  • Experience in handling case inquiries and customer complaints independently.

  • Analytical mindset with the ability to translate data into actionable insights.

  • Adaptability and innovative thinking in a rapidly changing environment, with passion for continuous learning and improvement.

  • Strong stakeholder management skills and experience collaborating across diverse groups.

  • Detail-oriented with excellent organisational skills, and a commitment to continuous improvement and meeting deadlines.

  • Effective team player with the ability to contribute to service innovation projects.

  • Proficient in data analytics tools (e.g., Microsoft Excel, Power BI) for generating insights.

  • Skilled in digital tools and platforms for content creation and process automation.

LI-Onsite


Required Skill Profession

Other General



Your Complete Job Search Toolkit

✨ Smart • Intelligent • Private • Secure

Start Using Our Tools

Join thousands of professionals who've advanced their careers with our platform

Rate or Report This Job
If you feel this job is inaccurate or spam kindly report to us using below form.
Please Note: This is NOT a job application form.


    Unlock Your Lead Executive Potential: Insight & Career Growth Guide


  • Real-time Lead Executive Jobs Trends in Singapore, Singapore (Graphical Representation)

    Explore profound insights with Expertini's real-time, in-depth analysis, showcased through the graph below. This graph displays the job market trends for Lead Executive in Singapore, Singapore using a bar chart to represent the number of jobs available and a trend line to illustrate the trend over time. Specifically, the graph shows 35068 jobs in Singapore and 29423 jobs in Singapore. This comprehensive analysis highlights market share and opportunities for professionals in Lead Executive roles. These dynamic trends provide a better understanding of the job market landscape in these regions.

  • Are You Looking for Lead Executive, Centre for Service Excellence Job?

    Great news! is currently hiring and seeking a Lead Executive, Centre for Service Excellence to join their team. Feel free to download the job details.

    Wait no longer! Are you also interested in exploring similar jobs? Search now: .

  • The Work Culture

    An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at NYP Nanyang Polytechnic adheres to the cultural norms as outlined by Expertini.

    The fundamental ethical values are:
    • 1. Independence
    • 2. Loyalty
    • 3. Impartiality
    • 4. Integrity
    • 5. Accountability
    • 6. Respect for human rights
    • 7. Obeying Singapore laws and regulations
  • What Is the Average Salary Range for Lead Executive, Centre for Service Excellence Positions?

    The average salary range for a varies, but the pay scale is rated "Standard" in Singapore. Salary levels may vary depending on your industry, experience, and skills. It's essential to research and negotiate effectively. We advise reading the full job specification before proceeding with the application to understand the salary package.

  • What Are the Key Qualifications for Lead Executive, Centre for Service Excellence?

    Key qualifications for Lead Executive, Centre for Service Excellence typically include Other General and a list of qualifications and expertise as mentioned in the job specification. Be sure to check the specific job listing for detailed requirements and qualifications.

  • How Can I Improve My Chances of Getting Hired for Lead Executive, Centre for Service Excellence?

    To improve your chances of getting hired for Lead Executive, Centre for Service Excellence, consider enhancing your skills. Check your CV/Résumé Score with our free Tool. We have an in-built Resume Scoring tool that gives you the matching score for each job based on your CV/Résumé once it is uploaded. This can help you align your CV/Résumé according to the job requirements and enhance your skills if needed.

  • Interview Tips for Lead Executive, Centre for Service Excellence Job Success
    NYP Nanyang Polytechnic interview tips for Lead Executive, Centre for Service Excellence

    Here are some tips to help you prepare for and ace your job interview:

    Before the Interview:
    • Research: Learn about the NYP Nanyang Polytechnic's mission, values, products, and the specific job requirements and get further information about
    • Other Openings
    • Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.
    • Dress Professionally: Choose attire appropriate for the company culture.
    • Prepare Questions: Show your interest by having thoughtful questions for the interviewer.
    • Plan Your Commute: Allow ample time to arrive on time and avoid feeling rushed.
    During the Interview:
    • Be Punctual: Arrive on time to demonstrate professionalism and respect.
    • Make a Great First Impression: Greet the interviewer with a handshake, smile, and eye contact.
    • Confidence and Enthusiasm: Project a positive attitude and show your genuine interest in the opportunity.
    • Answer Thoughtfully: Listen carefully, take a moment to formulate clear and concise responses. Highlight relevant skills and experiences using the STAR method.
    • Ask Prepared Questions: Demonstrate curiosity and engagement with the role and company.
    • Follow Up: Send a thank-you email to the interviewer within 24 hours.
    Additional Tips:
    • Be Yourself: Let your personality shine through while maintaining professionalism.
    • Be Honest: Don't exaggerate your skills or experience.
    • Be Positive: Focus on your strengths and accomplishments.
    • Body Language: Maintain good posture, avoid fidgeting, and make eye contact.
    • Turn Off Phone: Avoid distractions during the interview.
    Final Thought:

    To prepare for your Lead Executive, Centre for Service Excellence interview at NYP Nanyang Polytechnic, research the company, understand the job requirements, and practice common interview questions.

    Highlight your leadership skills, achievements, and strategic thinking abilities. Be prepared to discuss your experience with HR, including your approach to meeting targets as a team player. Additionally, review the NYP Nanyang Polytechnic's products or services and be prepared to discuss how you can contribute to their success.

    By following these tips, you can increase your chances of making a positive impression and landing the job!

  • How to Set Up Job Alerts for Lead Executive, Centre for Service Excellence Positions

    Setting up job alerts for Lead Executive, Centre for Service Excellence is easy with Singapore Jobs Expertini. Simply visit our job alerts page here, enter your preferred job title and location, and choose how often you want to receive notifications. You'll get the latest job openings sent directly to your email for FREE!