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 To engage internal and external stakeholders to ensure efficient delivery of services to the citizen. \xe2\x80\xa2 To establish the multi-year plan on key focus areas and deliverables with the aim to improve on the Net Promoter Score. \xe2\x80\xa2 To establish the framework and standards of the annual service audit and implement the audit to ensure targeted service levels are met. \xe2\x80\xa2 To 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 To establish structure of tracking and monitoring to ensure efficiency and efficacy of contact centre. \xe2\x80\xa2 To 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 To 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 To 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 To propose recommendations to the Senior Management and seek endorsement for new/enhanced policies. \xe2\x80\xa2 To 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 To work closely with the project team (including ICT and outsourced vendors) to ensure smooth operation of the feedback management systems. \xe2\x80\xa2 To identify operational risks and assess impact on business operations. Where applicable, strengthen processes for the audit of the systems. \xe2\x80\xa2 To work closely with PSD on WOG feedback system to enable systematic tracking structures. \xe2\x80\xa2 To identify and drive continuous process and service innovation initiatives in the division and organisation. \xe2\x80\xa2 To engage team to validate the proposed areas of improvements and map out required actions needed to execute the changes. \xe2\x80\xa2 To assist team in managing customers\' expectations for requests that fall outside the guidelines or requests that are unique. \xe2\x80\xa2 To prepare and/or analyse data and statistical reports for the purpose of Management reporting. \xe2\x80\xa2 To revamp and transform the job roles so that Sport Centre staff are able to deliver high quality service. \xe2\x80\xa2 To 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 To prepare customised training materials and conduct trainings/briefing sessions to the relevant teams. \xe2\x80\xa2 To 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 Marketing Communication, Commerce or similar field \xe2\x80\xa2 Preferably 12 years of management experience and working with vendors and/or users of which 5 years are in supervisory position. \xe2\x80\xa2 Experience in Experience in quality service management, customer service management will be advantageous \xe2\x80\xa2 Excellent written and verbal communication skills \xe2\x80\xa2 Excellent team player \xe2\x80\xa2 An eye for details \xe2\x80\xa2 Able to multi-task and work under pressure \xe2\x80\xa2 Outgoing and enjoy playing sports 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