Certis
Leading advanced integrated security organisation delivering multidisciplinary smart security and integrated services.
Design and lead service experience frameworks, training and improvement to boost customer service excellence.
23 days ago
Expert & Leadership (13+ years)
Full Time
Singapore
Office Full-Time
Company Size
27,000 Employees
Service Specialisms
Physical Security
Aviation Security Services
Integrated Facilities Management
Business Process Outsourcing
Technology Services
Cash Management & Secure Logistics Solutions
Total Cash Management
Personal Solutions
Sector Specialisms
Healthcare
Retail
Transport
Government
Infrastructure
Buildings
Residential
Commercial
Role
Description
service frameworks
kpi tracking
service excellence
capability training
service journey
- Develop & Implement Service Frameworks – Establish and drive service standards, guidelines, and processes that ensure consistency while allowing flexibility for unique business contexts.
- Monitor & Elevate Performance – Track service KPIs, analyse customer and stakeholder feedback, and implement improvements to strengthen overall service delivery and outcomes.
- 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.
- 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.
- 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.
Requirements
stakeholder management
project leadership
bachelor's
aclp
journey mapping
design thinking
- Collaboration & Innovation – Strong stakeholder management and project leadership skills, with the ability to drive cross-functional initiatives and introduce innovative, world-class practices.
- 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.
- Training & Leadership – Demonstrated ability to design and facilitate impactful training, while motivating and leading teams towards a service excellence culture.
- Experience – At least 5 years’ experience in customer service, service design, or training/facilitation, with a proven record of leading service transformation initiatives.
- Service Design Expertise – Strong capability in journey mapping, design thinking, and applying human-centric design principles to enhance customer and stakeholder experiences.
Benefits
- Benefit from comprehensive medical and dental coverage, along with holistic wellness initiatives and dedicated mental health support.
- Enjoy a competitive remuneration package with performance-based incentives and eligibility for annual bonuses.
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
Information not given or found
Company
Overview
1958Founded
Year of establishment as a Police unit
Born in 1958 as a Singapore Police Force unit, the company has a long history rooted in public safety and security operations.
S$1.2BRevenue
Annual revenue milestone
The company achieved a significant revenue milestone of S$1.2 billion after merging physical security, facilities management, and technology operations.
- Evolved through heavy-civil style expansion into a tech-enabled security powerhouse corporatised in 2005.
- Backed by Temasek, it became an ops-tech specialist by integrating physical security, facilities management, customer service, and technology.
- Signature 'Security+' model integrates armed guard services with smart tech, command-control systems (like ARGUS), and cloud infrastructure via AWS collaboration.
- Operates across Asia Pacific and Middle East, guarding VVIPs, airports, and major venues like Jewel Changi in Singapore, Australia, Hong Kong, Qatar, and China.
- Typical projects include airport security, cash-in-transit logistics, facility management, tech-driven monitoring, and aviation screening.
Culture + Values
- A 'can‑do culture' that recruits talent with a similar proactive attitude.
- People are at the center of all our initiatives and decisions.
- Departmental collaboration is encouraged, with teams uniting to achieve shared goals.
- Senior leadership empowers managers and team members to drive positive changes within the organization.
- Learning is prioritized through training programs, flexibility in career paths, and opportunities for career progression.
Environment + Sustainability
Net Zero 2050
Target Year
Committed to achieving a net zero carbon footprint by 2050.
EcoVadis Score
Sustainability Rating
Received EcoVadis Bronze Medal (March 2024) with score improved from 47/100 to 64/100 in two years.
- Optimises emissions and energy via electric/hybrid fleets and environmentally-conscious infrastructure
- Promotes responsible consumption: deliberate reduce-reuse-recycle policies
- Industrial certifications: ISO 45001, Bizsafe; Modern Slavery Statement demonstrates ethical compliance
- Supports customer sustainability via smart, operational-design solutions that enhance energy efficiency and circular-economy practices
Inclusion & Diversity
- Adopts ALIVE Charter to ensure equal voice and freedom of expression
- Meritocratic performance management with frameworks ensuring fair progression and reward
- Certifications (Bizsafe, ISO 45001) reflect commitment to equity and safe workplaces
- Employee Assistance Programmes support mental‑health access to trained professionals