Assistant Manager / Manager, Institute for People Development (Service Experience)

Description

• Shape the Future: Take charge of your development and offering diverse opportunities across roles, borders, and technologies. Work alongside leaders who invest in your potential, and a culture that will take you further.
• Monitor & Elevate Performance – Track service KPIs, analyse customer and stakeholder feedback, and implement improvements to strengthen overall service delivery and outcomes.
• Lead Capability Building – Design, deliver, and evaluate impactful training programmes that build service excellence capabilities across front-line staff, supervisors, and managers.
• Design & Optimise Service Journeys – Lead the mapping, analysis and enhancement of end-to-end customer and stakeholder journeys, applying design thinking to ensure human-centric and seamless experiences.
• Develop & Implement Service Frameworks – Establish and drive service standards, guidelines, and processes that ensure consistency while allowing flexibility for unique business contexts.
• Champion a Culture of Service Excellence – Act as a role model and change agent, introducing innovative practices and inspiring teams to embrace customer-centric behaviours and global best practices.

Requirements

• Collaboration & Innovation – Strong stakeholder management and project leadership skills, with the ability to drive cross-functional initiatives and introduce innovative, world-class practices.
• Service Design Expertise – Strong capability in journey mapping, design thinking, and applying human-centric design principles to enhance customer and stakeholder experiences.
• Experience – At least 5 years’ experience in customer service, service design, or training/facilitation, with a proven record of leading service transformation initiatives.
• Training & Leadership – Demonstrated ability to design and facilitate impactful training, while motivating and leading teams towards a service excellence culture.
• Education – Bachelor’s degree in Business, Hospitality, Customer Experience, Training, or a related field. A WSQ Advanced Certificate in Learning and Performance (ACLP) will be an advantage.

Benefits

• Enjoy a competitive remuneration package with performance-based incentives and eligibility for annual bonuses.
• Benefit from comprehensive medical and dental coverage, along with holistic wellness initiatives and dedicated mental health support.

Training + Development

Interview process

Visa Sponsorship

Security clearance