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Manager, Service Experience
Certis
Design and improve end-to-end customer journeys, set service standards, and train staff.
6d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Singapore
Remote
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
What you would be doing
service standards
kpi tracking
journey mapping
training design
stakeholder alignment
change champion
- 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.
- Serve as a role model and change champion, motivating teams to embrace customer-centric behaviours and standards, while introducing innovative, world-class practices into the organisation.
- Establish robust customer service standards, guidelines, and processes in collaboration with business units and partners. Frameworks should be consistent in parameters while flexible enough to allow tailored customisation for each unique service journey.
- Track service KPIs, analyse feedback, and implement improvements to elevate the overall service experience. This includes, but is not limited to, organisational service metrics, training evaluations, and other relevant data points.
- Map, analyse, and enhance end-to-end customer and stakeholder journeys across all touchpoints to ensure a seamless and consistent service experience. This includes leveraging design thinking methodologies to ensure a human-centric approach in all initiatives.
- Design, own, and facilitate engaging training sessions to build the capabilities of front-line staff, supervisors, and managers in delivering exceptional service.
- Partner with internal teams and external stakeholders to align service delivery strategies with organisational goals.
What you bring
design thinking
aclp
cross-functional
service design
5+ years
bachelor's
- Proven ability to map, design, and optimise customer journeys, preferably with experience in applying design thinking principles.
- Demonstrated success in working cross-functionally with multiple business units and external partners to achieve shared outcomes.
- Having a WSQ Advanced Certificate in Learning and Performance (ACLP) is a plus.
- Ability to inspire teams, drive a culture of service excellence, and introduce innovative, world-class practices to enhance service delivery.
- Strong ability to plan, execute, and manage multiple service improvement projects simultaneously, ensuring timely delivery, quality outcomes, and alignment with organisational priorities.
- Minimum 5 years’ experience in customer service, service design, or training / facilitation.
- Strong capability in designing, delivering, and evaluating impactful training programs for diverse audiences.
- Bachelor’s degree in Business, Hospitality, Customer Experience, Training, or a related field.
- 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.
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Interview process
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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.
- 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.
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
- 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
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