Executive / Senior Executive, Service Transformation
About this role
Job Purpose
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.
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.
Responsibilities
Service Transformation
- Lead and support group‑wide service excellence initiatives to uplift and standardise service delivery across all business units.
- Apply Kaizen and continuous improvement methodologies to enhance service processes, outcomes, and customer experience.
- Strong curiosity and initiative in using technology, digital tools, and AI‑enabled solutions to drive service excellence, streamline processes, and support transformation initiatives.
Service Standards and Training
- Drive service quality improvements through structured training programmes, SOP reinforcement, and capability development initiatives.
- Review, develop, and update service SOPs to ensure relevance, clarity, and consistent application.
- Support rollout of training interventions to address performance gaps and uplift service capability.
Service Performance Monitoring
- Design, conduct, and analyse service surveys and other feedback channels to gather actionable insights on customer experience and service quality.
- Track, analyse, and interpret service performance metrics, including customer feedback, app inputs, social media insights, complaints, and compliments.
- Organise and facilitate focus groups and structured feedback sessions with customers and service partners to identify pain points and co‑create improvement solutions.
- Identify trends, systemic gaps, and improvement opportunities, and recommend targeted interventions.
- Maintain accurate service performance dashboards and records.
Service Recovery and Case Management
- 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.
Stakeholder Coordination
- Work closely with SMRT corporate HQ to align on training programmes, service standards and adopt best practices
- Coordinate cross‑functional efforts to ensure effective implementation and alignment across business units
Reporting and Governance
- Deliver monthly reports on service KPIs, initiatives, and improvement outcomes to stakeholders
- Perform any other ad hoc duties as assigned
Qualifications & Work Experience
- Degree or other equivalent qualification
- At least 2 years of experience in service-related roles (preferably in mobility or automotive industry).
- Strong track record in handling service recovery, complaints, and driving service improvements
- Able to interpret data, identify trends and translate insights into actions to improve service standards
- Confident working across multiple teams and senior stakeholders
- Hands-on, structured, and able to drive initiatives end-to-end
- Clear, professional communicator with strong reporting and presentation skills
- Comfortable working in a fast-paced and dynamic environment
Skills
- Proficient in Microsoft Office Suite.
- Self‑driven and curious, with a strong interest in using technology and AI to enhance processes and service outcomes
- Excellent organisational and multitasking abilities
- Skilled in navigating and coordinating with internal teams and external stakeholders.
- Collaborative mindset with a focus on team success
Company at a glance
SMRT Corporation Ltd (SMRT) is a leading public transport services provider in Singapore. As the nation's dominant rail operator, SMRT manages and operates the North-South Line, East-West Line, Circle Line, Thomson-East Coast Line, and Bukit Panjang Light Rail Transit. These services are complemented by its bus, taxi, and private hire vehicle operations. Through Kaizen, SMRT enhances lifestyles by creating vibrant transit destinations for commuters and the communities it serves. In addition, SMRT collaborates with Malaysia's Prasarana to design, build, and subsequently operate, and maintain the RTS Link, which will enhance cross-border connectivity between Singapore and Johor. SMRT's core values are encapsulated in the acronym R.I.S.E, which stands for Respect, Integrity, Safety, Service, and Excellence. SMRT is dedicated to providing safe, reliable, and commuter-centric transport services.
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