Assistant Manager/ Manager, Venue Operations (Singapore Indoor Stadium)

As the Venue and Event Manager for Singapore Indoor Stadium, your purpose is to ensure the seamless management and successful execution of events and activities at the Singapore Indoor Stadium, situated within the Singapore Sports Hub. You will oversee and support event-specific functions, supervise scheduled events and activities, and effectively manage the overall operations of the stadium. Your focus will be on providing all stakeholders, partners, and patrons with exceptional experiences for every event held at the Sports Hub.

Roles & Responsibilities

1. Event Management

• Coordinate with event promoters and stakeholders to understand event requirements and ensure seamless execution.
• Develop comprehensive operations plans that meet international standards for each event including scheduling, logistics and ticketing.
• Conceptualize seat maps and event overlays, considering factors such as event requirements, audience capacity, and safety regulations.
• Collaborate with event organizers to design optimal seating arrangements and ensure efficient utilization of the venue’s seating capacity.
• Oversee the implementation of operations plans, ensuring that all aspects of the event run smoothly and efficiently.
• Work closely with partners, hirer/promoters, and various government authorities to ensure compliance with all license requirements and regulations.
• Foster positive relationships with stakeholders, addressing concerns and maintaining open lines of communication.
• Collaborate with event managers to ensure compliance with operational guidelines for respective assigned events.
• Ensure adherence to all legal and regulatory requirements related to event operations.
• Stay up to date with industry best practices and changes in regulations, implementing necessary adjustments to ensure compliance.
• Monitor and track compliance from event managers, providing guidance and support as needed.
• Ensure that event planning and execution adhere to international standards of excellence.
• Continuously improve operational process and procedures to enhance the quality of events hosted at the Indoor Stadium.
• Provide leadership and guidance to respective event managers, fostering a collaborative and high-performing work environment.
• Collaborate with cross functional teams, such as venues team, marketing, sales, and finance to ensure coordinated and successful event delivery with the allocated timeline.

Venue Management

• Collaborate closely with promoters/hirers to understand their event requirements and provide support throughout the event planning and execution process.
• Develop and refine operational and service checklists in coordination with the Senior Manager/Venue Lead, focusing on attention to details and continuous improvement.
• Ensure all commercial obligations are effectively managed and delivered to maximize value for both Singapore SportsHub and promoters/hirers.
• Oversee the cleanliness, maintenance and overall readiness of the facility, working closely with the facilities management team to meet the highest standards.
• Supervise maintenance activities schedule, security measures, manage relationships with vendors and service providers.
• Ensure that Kallang Alive Sports Management Co meet all contractual Key Performance Indicators related to venue operations.
• Monitor and track compliance and contractual obligations, addressing any deviations and taking appropriate corrective actions.

Stakeholder Management

• Develop and maintain excellent relationship with various stakeholders, including event organizers and local government authorities.
• Foster open and positive lines of communication to ensure alignment of goals, expectations, and deliverables.
• Proactively engage with stakeholders to understand their needs and concerns and address them in a timely and effective manner.
• Collaborate cross-functionally with internal teams such as other venues team, marketing, sales, and finance to ensure seamless coordination and execution of events.
• Work closely with stakeholders to gather requirements, provide support and facilitate effective collaboration throughout the event planning and execution process.
• Address concerns and conflicts that may arise between stakeholders, finding satisfactory resolutions and maintaining positive relationships.
• Proactively assess and manage stakeholders’ expectations to ensure their needs are met and their experience are positive.
• Regularly gather feedback and evaluate stakeholder satisfaction levels, taking appropriate actions to continuously improve stakeholder relationships.

Safety and Security

• Assist with implementing and enforcing safety protocols and emergency procedures within the Indoor Stadium.
• Ensure compliance with relevant safety regulations and standards.
• Collaborate closely with security personnel from our Facility management partner, local authorities, and emergency services to identify and address potential risks or incidents.
• Continuously evaluate and enhance safety measures to maintain a secure environment for all stakeholders.
• Conduct regular risk assessments with SIS Venue Lead to identify potential hazards or vulnerabilities within the venue.
• Develop and implement risk mitigation strategies to minimize potential risks and ensure the safety of all individuals present during events.
• Stay updated on industry best practices and advancements in safety and security technology, implementing them when appropriate.
• Ensure adherence to all relevant safety and security regulations including local laws, building codes and industry standards.
• Solicit feedback from all stakeholders, including staff, event organizers, and patrons regarding safety and security measures and overall venue experience.
• Analyze feedback and propose possible implementations to improve safety, security, and the overall venue experience.
• Proactively seek opportunities to outperform standard safety and security practices, implementing best practices whenever possible.
• Promote a safety-conscious culture among all team members and contractors working at the venue.

Administrative, Leadership and Team Management

• Oversee the recruitment and selection process for team member, ensuring a qualified and competent team.
• Engage, train, and mentor staff members under your direct line management, fostering their professional growth and development.
• Conduct regular performance reviews to assess individual performance and provide constructive feedback.
• Provide leadership and guidance to the team, ensuring clarity of roles and responsibilities and fostering a positive work culture.
• Support event managers with event day operations, offering proactive assistance while retaining strong decision-making skills and reactive management when needed.
• Collaborate with cross-functional teams and departments to ensure effective coordination and cooperation.
• Streamline and optimize operational processes to maximize efficiency and productivity.
• Monitor and evaluate team performances, identifying areas for improvement and implementing strategies to enhance operational effectiveness.

Customer Service

• Assist with customer service initiatives, setting the standard for exceptional service throughout the venue.
• Develop and implement strategies with SIS Senior Manager/Venue Lead to ensure customers are always served to the highest standards of customer care.
• Foster a customer-centric culture among the team, emphasizing the importance of delivering outstanding service at all touch points.
• Handle guests inquiries and concerns, resolving issues in a prompt and satisfactory manner.
• Continuously monitor guest satisfaction levels and implement improvements based on feedback and insights.
• Proactively identify opportunities to enhance the overall fan experience at Singapore Indoor Stadium.
• Implement best practices operational and service standards to ensure consistent excellence in customer service.
• Regularly review and refine SOPs to align with best practices and exceed customer expectations.
• Continuously evaluate customer service processes and procedures, seeking opportunities for improvement.

Budgeting and Financial Management

• Monitor and track expenses from the approved budget throughout the year, ensuring adherence to the approved budget.
• Conduct periodic reviews of expenses, identifying areas for cost reduction and efficiency improvement.
• Identify cost-effective solutions and efficiencies to optimize financial resources.
• Ensure timely and accurate financial reporting, including budget performance analysis and forecasts.
• Adhere to the venue policies and procedures to prepare financial reports and event related documents.
• Collaborate with finance and accounting teams to ensure compliance with internal controls.
• Provide financial recommendations to the SIS Venue Lead and management team to drive business growth and financial sustainability.

Requirements

• Bachelor’s degree or better from an accredited college or university, preferably in Events management or a related field. Equivalent professional experience may be considered.
• Minimum of five (5) years’ experience within event operations and planning, or the management of an arena, Stadium or mixed entertainment environment.
• At least three (3) years’ experience with team management, demonstrating leadership and the ability to effectively manage and develop a team.
• Proven industry experience, with a strong background in major events either locally or internationally.
• Experience in budgeting and financial management, including creating and managing event budgets, and ensuring cost-effectiveness.