251 Quality Assurance Manager jobs in Singapore

Job Description

The opportunity:

The QAM role for project and bid, is focused on assuring that the supplied and processes implemented are in accordance with the requirements of the customer and the Thales Group, as well as with statutory regulations.

This includes taking a risk-based approach to defining and implementing quality assurance activities, assuring compliance, identifying deficiencies, certifying products, and evaluating and minimizing potential quality related risk and raising Alerts and enforcing Veto for quality issues when necessary. It also includes facilitating continuous quality improvement, and ensuring the Business Management System (called Chorus 2.0) is implemented and effective in delivering quality across all areas of their business.

The primary challenges of this position are:

• Ensuring quality is owned by everyone not only the quality function
• Reduction of quality risks and minimization of Cost of Non-Quality through active support of operational areas.
• Assuring that the commitments we make to our customers are met indeed and in intent while balancing the cost and schedule constraints.

Responsibilities:

• Provide a point of contact for the customer on quality matters and developing a good working relationship with counterparts in the customer’s organization to ensure timely resolution of issues that may arise.
• Identify risks with a proactive approach, implement mitigations actions and collaborate with Project & Bid teams in resolving problems
• Provide insightful advice and stimulate actions based on independent assessment of performance
• Build trusted relationships and influence project & bid teams to focus on delivering Customer satisfaction
• Confirm Customer’s technical and non-technical requirements are well understood and managed efficiently by all members of the project & bid team
• Ensure deliverables comply with the applicable regulations and standards
• Support project & bid team to ensure objectives/criteria for each of the engineering project gates are achieved
• Support the project & bid teams in applying processes, identifying risks and developing problem solving mindset
• Assure that teams capitalize on lessons learnt
• Provide visibility to the management and alert when necessary; raise a veto in case of non-compliance not properly addressed or in case of a critical event/situation generating a major risk for the project / bid or for the company.
• Adjust Quality Assurance activities with a risk-driven mindset, anticipating risks, considering the maturity of the Bid/Project team, and focusing on core Quality value-added activities

Requirements:

• Tertiary Qualifications in a project/bid management, an engineering or related technical discipline.
• Audit Qualifications background or qualifications is desirable.
• Minimum of 5 years of experience in Engineering (i.e. systems engineering or SW) with a good understanding of systems and software development principles’ and lifecycles
• Experience in quality management, preferably in a system’s engineering organisation, or other relevant technically orientated discipline.
• Knowledge of the requirements of ISO 9001:2015 Quality Management System is desirable.
• Strategic influencing skills including the ability to promote improvement at all levels and across all areas of the organisation.
• Analytical and problem-solving skills, including the ability to understand and critique requirements. Expertise in applying problem solving tools, such as 8D is desirable
• Good communication & interpersonal skills, including ability to prepare and present reports.
• Ability to work well in a multi-disciplinary team.
• Diplomacy skills, including the ability to withstand pressures and say 'no' when quality is insufficient, or processes are not being adhered to.

The Quality Assurance (QA) Manager is responsible for overseeing the QA team and ensuring that products and processes meet established quality standards. This role involves designing and implementing test plans, driving quality improvement initiatives, and working cross-functionally with development, product, and operations teams to deliver high-quality products and services.

Key Responsibilities:

• Develop and implement QA policies, procedures, and standards.
• Lead and manage the QA team including hiring, training, performance evaluations, and career development.
• Collaborate with development and product teams to define testing strategies and acceptance criteria.
• Oversee all aspects of software and/or product testing, including functional, regression, performance, and user acceptance testing.
• Ensure compliance with industry standards and regulations (e.g., ISO, FDA, ISO 9001, depending on industry).
• Monitor and analyze QA metrics to identify trends, defects, and improvement areas.
• Lead root cause analysis and corrective action processes.
• Coordinate audits and support external regulatory inspections, when applicable.
• Manage defect tracking, reporting, and resolution lifecycle.
• Advocate for best practices in QA and continuous improvement initiatives across teams.

Qualifications:

• Technical Skills (for software QA roles):
  Proficiency in QA tools (e.g., Selenium, JIRA, TestRail, Postman).
  Understanding of software development life cycle (SDLC), Agile/Scrum methodology, and CI/CD pipelines.
  Experience with automation frameworks and scripting is a plus.
• Industry Knowledge: Familiarity with quality standards and compliance regulations applicable to your industry (e.g., GMP, ISO 13485, GDPR, etc.).
• Soft Skills:
  Strong leadership and team management skills.
  Excellent communication and problem-solving abilities.
  Attention to detail and a commitment to quality.

Job Description:

• Lead and maintain ISO 9001 certification, audits, and continuous improvement initiatives.
  Develop, implement, and optimize quality processes, procedures, and documentation to ensure compliance with internal standards and regulatory requirements.
• Serve as Management Representative during external audits and certifications.
• Establish and maintain the Supplier Quality Assurance (SQA) framework, including supplier evaluation, qualification, audits, and performance monitoring.
• Collaborate with Procurement and Engineering teams to drive supplier quality improvements and corrective actions.
• Manage supplier-related non-conformities and implement robust root cause analysis and preventive measures.
• Act as the primary quality interface with customers, addressing customer quality issues, complaints, and audits.
  Monitor and improve key customer quality metrics, customer returns, and satisfaction scores.
• Build and manage the team, providing leadership, training, and career development.
• Foster a culture of quality excellence, continuous improvement, and operational efficiency across the organization.
• Lead internal audits and support cross-functional teams in compliance activities.
• Drive initiatives for process improvement, risk management (e.g., FMEA), and cost of quality reduction.

Requirements:

• Bachelor's degree in Engineering, Materials Science, or related fields.
• Minimum 8 years of quality management experience in the semiconductor or electronics manufacturing industry, with at least 3 years in a managerial role.
• Strong knowledge of ISO 9001; familiarity with ISO 14001, or automotive standards is a plus.
• Proven experience in supplier management and customer-facing quality roles.
• Excellent problem-solving skills (FMEA, 8D, Root Cause Analysis).
• Strong leadership, communication, and management skills.
• Auditor certification (internal auditor for ISO standards) preferred.

At Gilead, we're creating a healthier world for all people. For more than 35 years, we've tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer - working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world's biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
Every member of Gilead's team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we're looking for the next wave of passionate and ambitious people ready to make a direct impact.
We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.
**Job Description**
Quality Assurance Manager (Quality Responsible Person at market) for Australia and New Zealand, will work collaboratively with relevant stakeholders to implement & maintain the local Australian and New Zealand Quality Management System (QMS) and will work with internal & external stakeholders to ensure quality requirements are met for Gilead products, throughout the distribution network, and within Australia and New Zealand, all the way to patients.
**Key Responsibilities:**
+ Establishes and maintains the QMS in Australia and New Zealand to ensure that it meets local regulatory and industry standards and Gilead expectations.
+ Support maintenance of relevant licenses.
+ Manages local process of change control, deviation, CAPA, complaint management and supplier management.
+ Manages local Quality Management Review process.
+ Manages local Risk Assessment/Management for any quality-related risks.
+ Participates in Gilead's Quality Escalation process for critical quality issues, and regulatory compliance issues.
+ Ensures up to date organograms, training curricula pertaining to GMP/GDP, training records, CVs, and Job Descriptions are in place for local affiliate personnel working on quality/distribution matters.
+ Establishes and maintains the Affiliate Quality Manual and GMP/GDP procedural documents.
+ Establishes and maintains the Quality Agreement with 3PL/4PL and local GMP/GDP related suppliers/service providers, as required.
+ Reviews Annual Product Quality Reports (if applicable)
+ Ensures shipping conditions match the product license/product label particulars and transporters are appropriately qualified.
+ Ensures premises and/or equipment used are reviewed regularly to ensure they are adequate to allow the handling, storage, and distribution of medicinal products in a manner that ensures the maintenance of product quality.
+ Supports Customer Services with enquiries of a GDP nature such as delivery issues, transportation conditions, disputes, etc.
+ Working with 3PL/4PL, provides guidance on supply related issues.
+ Arranges authorized relabeling/repackaging in cooperation with 3PL/4PL (where applicable)
+ Supports the management of quality and distribution complaints.
+ Supports the investigation of fraudulent and counterfeit medicinal products.
+ Manages product return and destruction.
+ Manages local recalls and participating in supplier's recall challenge or perform local mock recall, as needed.
+ Qualifies and manages local 3PL/4PL and supports audit of 3PL/4PL.
+ Qualifies and manages local GMP/GDP related suppliers/service providers, auditing and approving these according to local requirements.
+ Assure customers validations and adequate records compliance to Gilead QA requirements are established and maintained for all local distributors/customers.
+ Host and lead Health Authority inspections and corporate audits.
+ Manages the Affiliate self-inspection program.
+ Supports audit of distributor (where applicable).
+ Collaborates with RA to implement activities for new product launch and product life cycle management.
**Knowledge, Experience & Skills:**
+ Highly organized individual with a strong work ethic and ability to work flexibility and independently.
+ Demonstrates proficiency in Good Manufacturing Practices (GMPs) and/or Good Distribution Practices (GDPs) and knowledgeable about the specific requirements for Australia and New Zealand.
+ Demonstrates proficiency in application of QA principles, concepts, industry practices, and standards.
+ Demonstrates proficiency in Quality Systems processes (Deviation, CAPA, Change Control, Complaints, etc.)
+ Demonstrates a knowledge of regional/local regulatory requirements and industry standards.
+ Demonstrates strong verbal, written, and interpersonal skills in English.
+ Demonstrates proficiency in Microsoft Office applications, particularly, WORD, Excel, PowerPoint, and Teams. Familiarity with technology platforms such as Veeva Vault, SAP ERP, etc.
+ Working knowledge of Risk Management tools (e.g., Failure Mode Effects Analysis (FMEA) is preferred.
**Typical Educational Experience & Competencies**
+ Bachelors' degree and 7+ years of relevant experience in a GMP or GDP environment-related field (pharmaceutical or pharma-related)
+ Masters' degree and 5+ years of relevant experience in a GMP or GDP environment related field (pharmaceutical or pharma-related)
+ Ability to work on own initiative as well as display strong teamwork skills.
+ Demonstrates clear personal responsibility for own work, in terms of both the quality of the work and the manner in which it is performed. '
+ Ability to support change and respond to change requirements by continually striving to improve working processes and systems, consistent with the organisational strategy.
**For Current Gilead Employees and Contractors:**
Please apply via the Internal Career Opportunities portal in Workday.
Gilead Sciences, Inc. is a biopharmaceutical company that has pursued and achieved breakthroughs in medicine for more than three decades, with the goal of creating a healthier world for all people. The company is committed to advancing innovative medicines to prevent and treat life-threatening diseases, including HIV, viral hepatitis and cancer. Gilead operates in more than 35 countries worldwide, with headquarters in Foster City, California.

Quality Assurance / Improvement Manager (Pharma Manufacturing MNC)

Key Responsibilities

1. Serve as the main Quality point of contact related to suppliers
2. Manage External site to contractual obligations relative to Quality Agreement, specifications, quality, safety and regulatory requirements
3. Review and/or approve as necessary, completed production batch records, deviations, master batch records, change controls, audits/inspections responses
4. Understand and interpret applicable GMP Regulations pertaining to manufacturing and testing activities at External site
5. Provide quality oversight of the manufacturing, testing, and release of materials at External site
6. Author and drive actionable site inspection readiness plans
7. Author inspection playbooks with External site on key risks/gaps and drive readiness efforts with External site
8. Representation at product-specific Regulatory Inspections and/or during Notified Body audits of External site, as applicable or required
9. Identify and mitigate risk at the External site
10. Monitor and communicate site performances in means of quality metrics through actionable periodic reviews and operating reviews
11. Escalate risks or roadblocks to management
12. Drive timely decision making using principles
13. Drive continuous improvements

Requirements:

1. Min Diploma / Degree in Chemical Process Technology, Food Science, Biotechnology, Biology, Biomedical Sciences, Science or its equivalents
2. Min 6 years relevant experience in a related industry preferred
3. Able to start immediately preferred

If you are interested in any of the positions, do kindly drop your most updated resume to (Attn: QA Manager)

Thank You.

Leon Leong De Cong
R1551708
Recruit Express Pte Ltd (Healthcare & Lifesciences Division)
EA License: 99C4599

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Your Role

• Assist the Manager, QA/QC in preparing quality reports and continuous improvement initiatives.
• Assist in developing and enforcing the site-specific QA/QC plan in accordance with ISO 9001 and project specifications.
• Drive the execution and continuous improvement in our processes as well as in our people to deliver the optimum quality for the projects
• Conduct inspections and audits to ensure compliance with approved drawings, method statements, and work procedures.
• Monitor workmanship and materials to meet CONQUAS quality standards and specifications.
• Coordinate and manage quality documentation such as inspection test plans (ITP), material approvals, checklists, and NCRs.
• Lead site quality inspections with consultants, clients, and authorities as required.
• Investigate non-conformances and follow up on corrective/preventive actions.
• Ensure proper maintenance and calibration of inspection tools and testing equipment.
• Support quality-related training and toolbox meetings for site personnel and subcontractors.
• Review and update QA/QC records for audits and project handover documentation.

The Requirements

• Degree in Civil Engineering or Architecture with at least 5 years’ experience in main contractor
• Knowledge in CONQUAS and GreenMark is essential.
• Independent, pro-active, resourceful and results-driven with a good eye for details.

At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You'll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
**A Day in the Life**
We're a mission-driven leader in medical technology and solutions with a legacy of integrity and innovation.
Work with us to incentivize better patient care, and partner across the industry to make healthcare more affordable and accessible. Be a part of a community of experts committed to ensuring quality, affordable healthcare worldwide.
Together, we can confront the challenges that will change the face of healthcare. Join us for a career that changes quality of lives for patients.
**Responsibilities may include the following and other duties may be assigned:**
+ Plans, performs and implements process improvement initiatives (such as Lean or Six Sigma).
+ Diagrams and evaluates existing processes.
+ Organizes, leads and facilitates cross-functional project teams.
+ Develops metrics that provide data for process measurement, identifying indicators for future improvement opportunities.
+ Collects data to identify root cause of problems.
+ Measures performance against process requirements.
+ Aligns improvement to performance shortfalls.
+ Provides consultation on the use of re-engineering techniques to improve process performance and product quality.
+ May deliver presentations and training courses including measurement, analysis, improvement and control.
+ Surveys and analyzes best practices for techniques and processes.
+ Communicates team progress.
+ Performs cost and benefit analyses.
**Required Knowledge and Experience:**
+ Bachelor's Degree in a relevant field
+ Minimum of 4 years relevant experience
+ Practical knowledge of project management.
+ Certified Lean Six Sigma Green Belt (or higher) preferred.
+ Deep understanding of Lean principles (waste elimination, value stream mapping, Kaizen, flow optimization).
+ Leading site-wide transformation projects (cost reduction, efficiency improvements, automation)
+ Knowledge of Power BI, Tableau, or other data visualization tools
+ Aligning operational improvements with financial performance.
+ Coaching and mentoring OPEX teams and Yellow/Green Belt candidates.
+ Strong influencing skills to drive a continuous improvement culture across all levels
+ Tiered Management & Governance
+ Experience in Leading Kaizen Workshops
**Physical Job Requirements**
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position?
**Benefits & Compensation**
**Medtronic offers a competitive Salary and flexible Benefits Package**
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
**About Medtronic**
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here ( lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission - to alleviate pain, restore health, and extend life - unites a global team of 95,000+ passionate people.
We are engineers at heart- putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
**We change lives** . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That's who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.
**We build extraordinary solutions as one team** . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.
**This life-changing career is yours to engineer** . By bringing your ambitious ideas, unique perspective and contributions, you will.
+ **Build** a better future, amplifying your impact on the causes that matter to you and the world
+ **Grow** a career reflective of your passion and abilities
+ **Connect** to a dynamic and inclusive culture that welcomes the challenge of life-long learning
These commitments set our team apart from the rest:
**Experiences that put people first** . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.
**Life-transforming technologies** . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.
**Better outcomes for our world** . Here, it's about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.
**Insight-driven care** . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.
For sales reps and other patient facing field employees, going into a healthcare setting?is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.
This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here ( .
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Are you familiar with legal documentation? Do you have the passion in driving documentation process improvement projects and transforming end-to-end credit documentation lifecycle to improve operational efficiencies and enhance client experience? If you're interested in working in an environment where you can aspire to be the best, constantly strive for continuous improvements and be part of a great team and winning culture, then explore this opportunity at J.P. Morgan. The team is dedicated to providing a superior client experience while maintaining a strong risk and control framework locally, in partnership with regional and global teams to deliver consistency across the firm.

As a Process Improvement Manager within the Credit Documentation team, you will be responsible for the delivery of strategic transformation and process improvement initiatives related to the end-to-end documentation management process – document preparation, negotiation, execution & retention across Asia Pacific.

Job Responsibilities :

• Drive process improvement by mapping end-to-end documentation process, scope problems, conducting root cause analysis to determine potential variables causing the issue, formulate actionable recommendations, design solutions, and quantify operational benefits.
• Drive creation and alignment of target state documentation management process vision and roadmap, including impact assessments, change management and communication plans.
• Lead the multi-year implementation of Icertis contract lifecycle management product across the functional teams in Asia Pacific in partnership with the Product, Technology, Legal, Credit Risk and Banking teams.
• Lead and execute the Continuous Improvement (CI) Program for all documentation management process improvement initiatives & the Post Implementation Review (PIR) Program in evaluating the effectiveness of implemented solutions over time, identify and propose recommendations for strategic transformations.
• Demonstrate ownership in engaging with WLS Senior Leadership and managing partnerships with various key business partners such as Product, Technology, Banker, Credit Risk, Legal and Controls to drive transformation initiatives related to documentation management process.
• Develop content to provide periodic updates to senior management & business partners regarding project milestones and recommendations to facilitate decision-making.
• Assist in implementing a culture of continuous process improvement through coaching and mentoring individuals and teams in the practical application of process improvement tools to enable project execution and drive culture change.

Required qualifications, capabilities and skills

• Bachelor’s degree with a minimum of 12 years of professional experience, including at least 7 years in financial services and 4 years of proven expertise in process improvement.
• Sound understanding of credit/legal documentation and associated processes.
• Basic knowledge of ICertis Contract Lifecyle Management tool.
• Creative thinker with strategic mindset, strong decision-making capabilities, and ability to structure and scope complex problems, apply a range of analytical tools, gain and synthesize findings and develop solution.
• Detail-oriented and highly organized, able to handle multiple competing priorities.
• Flexible and willing to accept changes in business priorities and challenges in a rapidly changing environment.
• Proven leadership skills.
• Strong presentation and communication skills (both oral and written), collaborates effectively across all levels of the organization and ability to lead and influence without having positional authority.
• Strong PC skills in Microsoft Suite (e.g. Word, Excel, PowerPoint, Visio, Project).

Preferred qualifications, capabilities, and skills

• Sound understanding of corporate lending and/or trade finance products, and credit/legal documentation and associated processes is preferred.
• Basic knowledge of Alteryx, Tableau, Robotics and other contract lifecycle management products is preferred.
• Basic knowledge of Artificial Intelligence and Large Language Model solutions is preferred.
• Experience in project management tools and methodologies is preferred.

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Assistant Director, Customer Insights and Service Process Improvement

Join to apply for the Assistant Director, Customer Insights and Service Process Improvement role at Health Promotion Board

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Assistant Director, Customer Insights and Service Process Improvement

Join to apply for the Assistant Director, Customer Insights and Service Process Improvement role at Health Promotion Board

Health Promotion Board (HPB) is committed to inspiring a healthier Singapore. As a trusted partner of our citizens, we strive to deliver intuitive and personalised experiences that empower individuals to embrace holistic well-being.

To serve Singaporeans, HPB engages its customers via online and offline touchpoints such as outreach through the different settings including workplaces, schools, community, health screening / school health and dental services. HPB also manages a contact centre, corporate website, social media platforms, HPB’s Healthy 365 mobile app, and conduct roadshows in support of specific programmes.

As we embark on a transformation journey to enhance our customer experience delivery across the various touchpoints, we are seeking a passionate CX professional to drive transformative customer experiences through data-driven insights and process optimization. The ideal candidate will analyze CX metrics, identify opportunities for improvement, and work closely with touchpoint owners to enhance service delivery. If you have a customer-first mindset and strong analytical skills, join us in delivering exceptional experiences

Responsibilities

The responsibilities of the successful candidate will include:

• Develop and implement customer survey strategies and methodologies, generating actionable insights that drive improved customer experience across all touchpoints
• Analyse customer feedback, interaction data, and conduct customer segmentation, resulting in targeted service improvements, increased satisfaction, and enhanced personalisation that improves customer engagement
• Analyse and optimise customer-facing processes, developing personas and journey maps to create streamlined, customer-centric processes that enhance customer interactions
• Manage survey systems and data effectively, while developing comprehensive KPIs to measure service process and touchpoint effectiveness, enabling data-driven decision making and continuous improvement
• Implement strategies to address gaps and drive continuous optimisation of customer experiences, reducing pain points and increasing customer loyalty
• Present at key CX forums, using data-driven insights to inform decision-making and prioritise CX initiatives, leading to more effective resource allocation and improved outcomes
• Leverage tech tools for data collection, analysis, and visualisation, implementing processes for ongoing monitoring and evaluation of CX standards, while managing procurement processes efficiently to ensure cost-effective operations and high-quality customer experiences
• Collaborate with cross-functional and IT teams to implement process improvement initiatives, resulting in reduced service delivery time and improved efficiency
• Design and implement customer-centric processes using various methodologies, increasing customer satisfaction and reducing complaints while ensuring adherence to service level agreements(SLA)
• Develop detailed process documentation, establish KPIs, and monitor performance metrics to optimise service delivery and adapt to evolving business needs and customer expectations
• Drive continuous improvement and change management initiatives, including technology exploration for process automation, ensuring smooth transitions and successful adoption of new processes
• Provide comprehensive training and support for new processes, minimising operational disruption while implementing quality control measures to ensure data integrity and accuracy
• Evaluate, implement, and optimise new technologies for data collection, analysis, and visualisation, collaborating with CIOO and other teams to achieve best-in-class solutions for process optimisation
• Drive the implementation of technology enhancements across touchpoints, improving process efficiency, reducing operational costs, and elevating overall customer experience
  
  

Requirements

• Minimum of 5-7 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven experience in conducting customer surveys and analysing data to identify trends and insights.
• Experience in implementing service process improvements and measuring their impact.
• Strong analytical and problem-solving skills with proficiency in data analysis, statistical software, and key driver analysis.
• Experience in designing and conducting customer surveys and research.
• Experience in process improvement methodologies (e.g., BPR, Six Sigma, Lean) and service blueprinting.
• Proficiency in data visualisation tools (e.g., Power BI, Tableau) and process mapping software (e.g., Visio).
• Excellent communication and interpersonal skills.
• Knowledge of survey management systems and customer data management.
• Experience in project management and collaborating with cross-functional teams.
  
  

Skills Requirements

• Analytical Proficiency: Demonstrated ability to analyse complex data sets, identify trends, and extract meaningful insights to inform decision-making.
• Customer-centric: A deep understanding of customer needs, behaviors, and expectations, with a passion for delivering exceptional customer experiences.
• Process Improvement: Proven track record in designing and implementing efficient and effective service processes.
• Project Management: Strong project management skills to oversee multiple initiatives simultaneously and deliver results within timelines.
• Stakeholder Management: Ability to build and maintain strong relationships with internal and external stakeholders.
• Communication: Excellent verbal and written communication skills to articulate complex ideas clearly and concisely.

Seniority level

• Seniority level Mid-Senior level

Employment type

• Employment type Full-time

Job function

• Job function Marketing and Sales
• Industries Wellness and Fitness Services

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