Job Description

Job Responsibilities

Quality Management

• Develop, implement and monitor service quality standards, guidelines and best practices.
• To have weekly and monthly meeting with cross functional department and vendor to discuss about performance and improvement.

Performance Monitoring

• Monitor and analyze service metrics and KPIs to ensure compliance with established standards /industry-specific compliance guidelines with regards to Commerical and Postal business.
• Conduct regular audits and evaluations of service quality.
• Identify trends, patterns, and potential issues to proactively address service quality concerns.

Process Enhancement

• Collaborate with cross-functional teams to review and refine service processes, workflows and protocols.
• Develop and implement process improvements to streamline operations and enhance customer experience.
• Identify bottlenecks and areas of inefficiency and propose solutions for optimization.

Training & Development

• Ensure consistent training and onboarding for new hires and to maintain service quality standards.

Customer Service Feedback Analysis

• Work with Customer Service team to analyze customer feedback, surveys and reviews to gauge satisfaction levels and identify areas for improvement.
• Use customer insights to drive changes in service strategies and processes.

Compliance & Standards

• Stay updated with industry regulations, compliance standards, and best practices.
• Ensure that service operations align with regulatory requirements and company policies.

Communication

• Communicate service quality goals, objectives and updates to relevant stakeholders, including senior management.
• Foster open communication channels between different departments to address service related issues promptly.

Problem Resolution

• Collaborate with teams to address escalated customer issues and ensure effective and timely resolution.
• Identify root causes of recurring problems and work towards implementing permanent solutions

Data-Driven Decision-Making:

• Utilize data analysis and reporting tools to make informed decisions and recommendations for service improvements.
• Present data-driven insights to senior management for strategic planning.

Requirements

• Bachelor of degree in Business Administration /Industrial Engineering or related studies
• Minimum 5 years of experience in Supply Chain background.
• Proven experience in service quality management, customer experience or related role
• Strong analytical skills with ability to analyse trends.
• Proficient in Power BI, Tablue, Google Workspace and other tools for data analysis and reporting
• Excellent communication and interpersonal skills.

Additional Information

Career Level

Manager

Qualification

Not Specified

Years of Experience

5 years

Job Type

Full-Time

Job Specializations

,

Company Overview

As Singapore\'s designated postal operator, Singapore Post (SingPost) provides mail services to homes and businesses throughout the country, besides pioneering e-commerce and logistics solutions across the Asia Pacific region and beyond. SingPost\'s diversified offering includes retail, storage, financial services and integrated business services in addition to its traditional postal activities, and the company now operates in 19 markets with over 7500 employees around the world.

The origins of SingPost can be traced back to 1819, when a single mail office was established to serve the newly-founded British trading post of Singapore. Demand for postal services soon began to grow, and the \'Post Office\' was officially established as a government department in 1858. To learn more about SingPost\'s heritage, please visit https://160.singpost.com/. Today SingPost is listed on the SGX-ST, with its largest shareholders being Singapore Telecommunications Limited (21.8%) and Alibaba Group Holding Limited (14.5%).

Being Singapore\'s designated Public Postal Licensee (PPL), a position that was renewed in 2017, SingPost is responsible for managing the country\'s 57 post offices, 743 street posting boxes and 11,050 POPStation lockers across 156 locations, as well as issuing stamps, maintaining the national postal code system, processing and delivering average 3 million mail items daily.

SingPost takes a proactive approach to diversifying its operations, while also ensuring that its various subsidiaries and services are seamlessly integrated. In addition to SingPost\'s eCommerce business, an ecommerce enabler that provides brands and retailers with integrated ecommerce solutions, SingPost offers logistics and fulfilment services to businesses through Quantium Solutions across the Asia Pacific region. Another business, Speedpost provides international shipping to more than 200 destinations across the globe and courier services within Singapore, while CouriersPlease delivers parcels throughout Australia, and Famous Holdings offers international freight consolidation and forwarding. Lock+Store offers self-storage solutions in Singapore, Hong Kong and Malaysia. Together, these end-to-end solutions result in a unified organisation with a firm foothold in a wide range of strategic markets, and a shared vision to become a global leader in both communications and e-commerce logistics.

SingPost has received international recognition for the quality of its operations, including awards for customer care, investor relations, digital innovation and e-commerce. Innovative and forward-thinking, SingPost has successfully developed a globally competitive postal and logistics infrastructure which is perfectly positioned to keep pace with Singapore\'s ambitious plans for the future.

Additional Company Information

Registration No.

199201623M

Company Size

2001 - 5000 Employees

Average Processing Time

25 days

Industry

Transportation / Logistics

Benefits & Others

Medical, Regular hours, Mondays - Fridays, Business (e.g. Shirts), Flexible benefits

Singapore Post