Job Description

What the role is:At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovation, fun and meaningful sporting experiences. Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character ad builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport. Sport Singapore is constantly on the lookout for individuals who are passionate about what they do. Anchored in our values of Passion for Sport, Strength through Teamwork and Care for People, we believe in working and playing, not just as a team, but as a family.What you will be working on:The incumbent is responsible to build positive customers experiences (online and offline) through high standards of customer service and members\' engagement at ActiveSG physical touchpoints and membership and facility booking systems, leveraging on data analytics and insights to continuously innovate to meet customer demands and needs. Role & Responsibilities \xe2\x80\xa2 Engage internal and external stakeholders to ensure efficient delivery of services to the citizen. \xe2\x80\xa2 Establish the multi-year plan on key focus areas and deliverables with the aim to improve on the Net Promoter Score. \xe2\x80\xa2 Manage senior management expectations and address the concerns immediately. \xe2\x80\xa2 Establish the framework and standards of the annual service audit and implement the audit to ensure targeted service levels are met. \xe2\x80\xa2 Review the results of the annual service audit and establish the plan to address gaps and shortfalls. \xe2\x80\xa2 Work closely with the appointed vendor to ensure that the stipulated response times and service standards through multiple contact channels are met. \xe2\x80\xa2 Establish structure of tracking and monitoring to ensure efficiency and efficacy of contact centre. \xe2\x80\xa2 Ensure daily reporting on tracked fields as per agreed upon reporting structure. \xe2\x80\xa2 Utilise data analytics to predict and identify feedback trends and patterns and develop capability to project and solve issues before feedback arises. \xe2\x80\xa2 Develop new policies with reference to SportSG\'s service needs, benchmarked in accordance with industry\'s best practices and aligned with relevant IM guidelines. \xe2\x80\xa2 Review existing policies to ensure relevance, robustness and up-to-date procedures in alignment to IM guidelines and propose enhancements, if any. \xe2\x80\xa2 Engage key stakeholders (e.g. Legal department) to seek views and buy-ins for the proposed new policies or enhancements to the existing policies. \xe2\x80\xa2 Propose recommendations to the Senior Management and seek endorsement for new/enhanced policies. \xe2\x80\xa2 Lead and work closely with the project team to kick start ideation, drive procurement, project management and delivery of new system or enhancements to existing system(s). \xe2\x80\xa2 Work closely with the project team (including ICT and outsourced vendors) to ensure smooth operation of the feedback management systems. \xe2\x80\xa2 Identify operational risks and assess impact on business operations. Where applicable, strengthen processes for the audit of the systems. \xe2\x80\xa2 Ensure system processes are in compliance with the established guidelines (internal and IM). \xe2\x80\xa2 Work closely with PSD on WOG feedback system to enable systematic tracking structures. \xe2\x80\xa2 Identify and drive continuous process and service innovation initiatives in the division and organisation. \xe2\x80\xa2 Engage team to validate the proposed areas of improvements and map out required actions needed to execute the changes. \xe2\x80\xa2 Establish guidelines and other corporate administration policies on Service Innovation \xe2\x80\xa2 Ensure team meet the stipulated service levels and established KPIs. \xe2\x80\xa2 Assist team in managing customers\' expectations for requests that fall outside the guidelines or requests that are unique. \xe2\x80\xa2 Prepare and/or analyse data and statistical reports for the purpose of Management reporting. \xe2\x80\xa2 Ensure processes executed are well aligned with SportSG\'s internal guidelines and IM guidelines. \xe2\x80\xa2 Revamp and transform the job roles so that Sport Centre staff are able to deliver high quality service. \xe2\x80\xa2 Provide coaching and guidance to the team to equip them with the relevant know-how in order to execute the tasks assigned. \xe2\x80\xa2 Encourage team to adhere to the discipline standards set, perform to their best ability and inculcate in SportSG\'s values in them. \xe2\x80\xa2 Prepare customised training materials and conduct trainings/briefing sessions to the relevant teams. \xe2\x80\xa2 Manage the budget and to ensure that all approved projects are delivered within the budget approved.What we are looking for:We are looking for self-motivated individuals who value integrity, teamwork and take pride in going the extra mile to provide excellent service to stakeholders and the community. This individual should be a sport advocate through living an active lifestyle and staying active. In addition, an ideal candidate should possess the following: \xe2\x80\xa2 A Bachelor Degree in Business or Marketing Communications \xe2\x80\xa2 At least 8 years of proven experience and/or track record working with vendors \xe2\x80\xa2 Has experience in quality service management and customer service management \xe2\x80\xa2 Has good interpersonal skills - Able to manage and lead people of diverse backgrounds and different positions \xe2\x80\xa2 Has good organisational, management and administrative skills \xe2\x80\xa2 Has good verbal and written communication skills \xe2\x80\xa2 Has an eye for details \xe2\x80\xa2 Is a team player \xe2\x80\xa2 Able to multi-task and work under pressure The level of offer will commensurate with applicants\' experience and track records. Successful candidates will be offered a 2/3-year contract in the first instance. Only shortlisted candidates will be notified.About Sport Singapore:Why We Do What We Do? Simply because we believe that everyone can live better through sport. At Sport Singapore, we aspire to transform the nation through an active lifestyle designed around innovative, fun and meaningful sporting experiences. Sport has the unique ability to bring people together through play, regardless of age, gender, race, ability or social status. It imparts life values, nurtures character and builds resilience. It inspires and evokes the Singapore spirit through shared experiences and strengthens our national identity. We help Singaporeans Live Better Through Sport.

Sport Singapore