Director – Centre of Organisation Business Excellence (Products & Services)

November 9, 2022
Application deadline closed.

Job Description

Responsibilities

  • Enhance the quality of products and services to spearhead the company’s vision
  • Developed and implement a framework, identify strategic areas of Quality, Productivity and Customer Satisfaction Improvement
  • Drive continual productivity improvement through the use of technology, process re-engineering, organisational change management, and working culture development across all departments
  • Grow a culture of continual quality improvement across all business units
  • Equip staff to analyse problems and opportunities, formulate and test solutions, and implement sustainable change
  • Equip staff and departments with the relevant tools, skills and project management capabilities (e.g., Six Sigma, Kaizen, Design Thinking, Customer Experience Mapping)
  • Plan, facilitate and manage the progress of Quality, Productivity and Customer Satisfaction, programmes, projects, prototypes and experiments with stakeholders
  • Ascertain areas and opportunities for improvements on a variety of consultation platforms (e.g., face-to-face focus groups, surveys, social network feedback)
  • Participate in various project showcases, engagement platforms (e.g., Hackathons), and reward and recognition schemes.
  • Serve as a single source of contact for customer feedback and service recovery (one-stop solution)
  • Work closely with the Communications Department to address and manage adverse public queries and media reports.

Requirements

  • At least 10 years of working experience in Quality and Productivity Improvement or Customer Service
  • Knowledge and demonstrated skills in the use of various relevant improvement tools
  • Experience with inter-departmental change management and project management
  • Experience in undertaking stakeholder and customer engagement, and translating these insights to inform strategic improvement opportunities
  • Has a strong internal stakeholder and customer service orientation, and enjoys working in group projects
  • A clear and empathetic communicator who can manage difficult relationships and emotions

Interested candidates, please send in your updated resume to cv.search@recruithaus.com.sg