Lead Executive - Centre for Service Excellence

[What the role is]
As a Lead Executive of Centre for Service Excellence, you will contribute to the service delivery and experience segment by ensuring our diverse stakeholder groups including current and prospective learners, industry partners and the public are provided with optimal experience in NYP. Your role will encompass implementing effective service solutions involving customer journey mapping to manage both routine and complex cases such as complaints, feedback, and quality service matters. The ideal candidate will balance strategic planning with operational efficiency, demonstrating exceptional written communication and good analytical skill to uphold NYP’s service standards and to foster positive relationships with diverse stakeholder groups.

[What you will be working on]

Case Management and Service Operations

• Manage day-to-day operations of customer service & engagement seamlessly between physical (e.g. service centre) and digital touchpoints (e.g. contact centre, live chat) to ensure satisfaction and complete the interaction process.
• Apply a strategic mindset coupled with resourcefulness and meticulous attention to detail, to conduct comprehensive case analyses. Perform joint case management with internal stakeholders to identify solutions for cases arising from complaints, appeals, or issues to identify systemic problems, and determine strategies to prevent future occurrences.
• Coordinate replies with inputs given by the internal stakeholders according to NYP and PSD SOPs and service standards.
• Review draft replies for cases that need to be fronted by QSM’s Office.
• Capture and maintain accurate records of all customer interactions in the case management system, ensuring data is current and compliant with governance policies.
• Provide guidance to new and existing team members through on-the-job training/support in case management system and handling of daily operations tasks and assigned admin tasks.

Service Design Support & Process Improvement

• Contribute to mapping customer journeys across various service touchpoints and identifying pain points or inefficiencies in the current service workflow to suggest improvements to streamline the customer experience.
• Actively contribute insights from case management and customer interactions to enhance service delivery and experience management by the center and to help ensure customer needs are accurately reflected in the design of new services.
• Co-lead and collaborate with team members to standardise service processes and protocols to ensure consistency in service delivery across multiple channels. Suggest best practices to enhance process efficiency and quality.
• Identify patterns in customer enquiries and service performance. Use analytics to support data-driven decision-making in suggesting areas of improvement or resource allocation adjustments.
• Track key service delivery metrics and conduct basic analysis of service-related data with data analytics tools such as Excel or Power BI. Conduct basic analysis of service-related data and use data to highlight service bottlenecks or areas requiring intervention.

[What we are looking for]

• Tertiary qualification, preferably Diploma or Degree in Business, Communications, Customer Service, or a related field.
• 3-5 years of experience in service operations, case management and service communication.
• Strong verbal and written communication skills are highly essential to manage complex, sensitive and quality service manager (QSM) related cases. Prior corporate communication and QSM experience is an advantage.
• Proficiency in MS Office apps and/or Power BI to contribute to data-driven service process review.
• Strategic, meticulous, resourceful with good organisational skills with a commitment to contribute to service innovation projects.
• Prior experience in working on process improvement or service design project would be an added advantage.
• Possess effective interpersonal skills with the ability to collaborate and influence peers to drive service improvements, interact effectively with internal and external stakeholders, and maintain a cheerful personality and innovative mindset to embrace changes and contribute ideas at work.