977 Service Improvement jobs in Singapore

A Key Role in Delivering Exceptional Service

At our organisation, we're seeking a Project Specialist to play a pivotal part in empowering our members. This role requires strong analytical skills, experience in forecasting, modelling, or resource planning.

As a collaborative leader, you'll engage with diverse stakeholders across policy, operations, and analytics. Your strategic thinking will help shape upstream service designs, while your ability to communicate complex data into meaningful insights will drive business decisions.

This is more than a data role – it's about making real impact through evidence-based decisions. You'll lead a capable team that helps us deliver better, smarter, and more responsive services.

• Forecasting: Build and maintain models that predict service demand using historical data and relevant indicators.
• Drive Insightful Planning: Work with stakeholders to forecast manpower and budget needs across various service touchpoints.
• Shape Strategic Direction: Conduct research on global trends, demographic shifts, and potential future scenarios.
• Lead Service Feedback and Improvements: Gather feedback from our service frontliners that help to enhance the customer experience and operational efficiency.

• Opportunities to engage in formal and informal training.
• Promotion opportunities based on capability and performance.
• A vibrant community of colleagues where collaboration and creativity thrive.
• A hybrid work model offering flexibility for remote work.
• Flexible dress code empowering you to choose your outfit.
• A comprehensive rewards package including annual leave, pro-family leave, medical and dental benefits, and access to recreational activities.

Job Title: Quality Assurance Specialist

We are seeking a skilled Quality Assurance Specialist to join our team. The successful candidate will be responsible for ensuring the highest standards of quality in our operations.

• Handle and resolve patient feedback promptly and professionally.
• Coordinate and support hospital-wide service initiatives, events, and programs.
• Conduct surveys and focus group discussions to gather insights.
• Track and analyze service feedback trends using data dashboards.
• Present findings to support strategic service improvements.

• Degree in Marketing, Communications, Psychology, Business, or related fields.
• Strong communication, teamwork, and organizational skills.
• Proactive, creative, and results-driven.
• Familiarity with social media and basic data analysis.

Lifesciences , Pyschology , Data Analysis , Social Media , Healthcare , Customer Care , Marketing Communications , Customer Focus , Management , Surveys

Employment Type: 6 Months Contract

Location: International Plaza, 10 Anson Road (Work from office)

We are seeking a dynamic and resourceful Business Process & Automation Specialist to streamline and enhance the operational workflows of our Human Resources operations segment for external staff outsourced to client companys You will work closely with our operations, recruitment, and development teams to analyze existing manual processes, implement automations, assist in the integration of internal systems, and support digital transformation initiatives across the business.

• Analyze workflows across recruitment, onboarding, payroll, billing, compliance, and client servicing
• Identify bottlenecks, inefficiencies, and opportunities for digitalization and automation
• Redesign and document optimized processes using SOPs, flowcharts, or process maps

• Automate manual HR or operations processes such as timesheet collection, data entry, and reporting using Python, Excel macros, or other scripting tools
• Build low-code/no-code automation workflows using Zapier, Power Automate, or RPA tools like UiPath or Blue Prism

• Understand current use of Infotech (HRMS/Payroll) and Ceipal (ATS) and align them with business processes
• Work with internal teams or vendors to integrate systems, improve reporting, and eliminate data silos
• Support the setup, customization, and onboarding of newly acquired software such as:
  
  Invoicing & billing systems
  
  Microsoft 365 Suite, including SharePoint, OneDrive, and Outlook (Email domain setup)

• Collaborate with in-house developers or marketing teams on digital projects (e.g., website design enhancements, client portals)
• Offer technical guidance or testing support on ongoing digitalization initiatives

• Liaise with internal teams to gather automation needs and improvement feedback
• Provide basic training and documentation for tools and processes deployed

• Maintain technical documentation for scripts, workflows, and process changes
• Monitor automated systems for errors or performance issues and update scripts/workflows as needed

• Hands-on experience in business process improvement and automation, preferably in the staffing, HR, or professional services sector
• Proficiency in Python scripting, Excel macros, or similar automation tools
• Familiar with Zapier, Power Automate, or RPA platforms (e.g., UiPath, Blue Prism)
• Experience with system setup and integration, especially in Microsoft 365, HRMS (Human Resource Management Systems), ATS, or billing platforms
• Strong problem-solving skills and attention to detail
• Good communication and ability to work cross-functionally

• Prior experience in contract staffing / Manpower outsourcing operations & processes
• Familiarity with Infotech HRMS and Ceipal ATS
• Understanding of website design tools, content management systems (CMS), or APIs
• Experience supporting IT rollouts or cross-departmental digital initiatives

About us:

D L Resources Pte Ltd is a leading provider of IT Professional Services & Banking outsourced staffing solutions, serving a diverse portfolio of clients across various industries including Financial Services Institutions, Banks & MNCs.

Employment Type: 6 Months Contract

Location: International Plaza, 10 Anson Road (Work from office)

We are seeking a dynamic and resourceful Business Process & Automation Specialist to streamline and enhance the operational workflows of our Human Resources operations segment for external staff outsourced to client companys You will work closely with our operations, recruitment, and development teams to analyze existing manual processes, implement automations, assist in the integration of internal systems, and support digital transformation initiatives across the business.

• Analyze workflows across recruitment, onboarding, payroll, billing, compliance, and client servicing
• Identify bottlenecks, inefficiencies, and opportunities for digitalization and automation
• Redesign and document optimized processes using SOPs, flowcharts, or process maps

• Automate manual HR or operations processes such as timesheet collection, data entry, and reporting using Python, Excel macros, or other scripting tools
• Build low-code/no-code automation workflows using Zapier, Power Automate, or RPA tools like UiPath or Blue Prism

• Understand current use of Infotech (HRMS/Payroll) and Ceipal (ATS) and align them with business processes
• Work with internal teams or vendors to integrate systems, improve reporting, and eliminate data silos
• Support the setup, customization, and onboarding of newly acquired software such as:
  
  Invoicing & billing systems
  
  Microsoft 365 Suite, including SharePoint, OneDrive, and Outlook (Email domain setup)

• Collaborate with in-house developers or marketing teams on digital projects (e.g., website design enhancements, client portals)
• Offer technical guidance or testing support on ongoing digitalization initiatives

• Liaise with internal teams to gather automation needs and improvement feedback
• Provide basic training and documentation for tools and processes deployed

• Maintain technical documentation for scripts, workflows, and process changes
• Monitor automated systems for errors or performance issues and update scripts/workflows as needed

• Hands-on experience in business process improvement and automation, preferably in the staffing, HR, or professional services sector
• Proficiency in Python scripting, Excel macros, or similar automation tools
• Familiar with Zapier, Power Automate, or RPA platforms (e.g., UiPath, Blue Prism)
• Experience with system setup and integration, especially in Microsoft 365, HRMS (Human Resource Management Systems), ATS, or billing platforms
• Strong problem-solving skills and attention to detail
• Good communication and ability to work cross-functionally

• Prior experience in contract staffing / Manpower outsourcing operations & processes
• Familiarity with Infotech HRMS and Ceipal ATS
• Understanding of website design tools, content management systems (CMS), or APIs
• Experience supporting IT rollouts or cross-departmental digital initiatives

About us:

D L Resources Pte Ltd is a leading provider of IT Professional Services & Banking outsourced staffing solutions, serving a diverse portfolio of clients across various industries including Financial Services Institutions, Banks & MNCs.

Job Scope:

Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning.

Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Job Requirements:

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• 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.
• Knowledge of survey management systems, customer data management, and data warehousing.
• 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).

Skill Requirements :

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.
• Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

Working hours :

Mondays to Thursdays: 8.30am –6pm

Fridays: 8.30am –5.30pm.

Contract based

Location: Outram

EA License No.: 96C4864 (Shanice Lim Xin Ni)
Reg. No.: R22110485

Job Scope:

Lead and Drive Customer Insights

• Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
• Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
• Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
• Drive and execute Know-your-customer segmentation and other customer insights related projects
• Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
• Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
• Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
• Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting

CX Strategy and Execution of CX Community of Practice

• Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
• Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
• Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
• Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
• Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning.

Lead and Drive Service Design

• Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
• Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
• Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.

Team Leadership, People Development, and Budget Management

• Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
• Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
• Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
• Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
• Monitor contract performance and compliance throughout the contract lifecycle.

Job Requirements:

• Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
• Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
• Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
• Proven track record in leading and managing teams.
• Experience in developing and implementing customer experience strategies.
• 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.
• Knowledge of survey management systems, customer data management, and data warehousing.
• 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).

Skill Requirements :

• Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
• Strong leadership skills: Proven ability to lead and inspire teams.
• Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
• Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.
• Customer-centric: Passionate about delivering exceptional customer experiences.
• Results-oriented: Focus on achieving measurable outcomes and driving business impact.
• Change management: Ability to lead organisational change and overcome resistance.
• Collaboration: Strong interpersonal skills and ability to build relationships across departments.
• Influencing skills: Ability to persuade and influence stakeholders at all levels.

Working hours :

Mondays to Thursdays: 8.30am –6pm

Fridays: 8.30am –5.30pm.

Contract based

Location: Outram

EA License No.: 96C4864 (Shanice Lim Xin Ni)
Reg. No.: R22110485

Job Scope:
Lead and Drive Customer Insights
Design and implement robust strategies for gathering, analysing, and interpreting customer insights from diverse channels—including surveys, survey tools, feedback mechanisms, and customer interactions.
Conduct in-depth analysis of customer feedback, behavioural patterns, and interaction data to identify trends, root causes, and opportunities for experience enhancement.
Translate customer insights into actionable recommendations that pinpoint pain points and experience gaps across key touchpoints.
Drive and execute Know-your-customer segmentation and other customer insights related projects
Present findings and insight-driven recommendations to internal stakeholders (e.g., programme and service teams) to support evidence-based decision-making to formulate action plans for improvements.
Collaborate with cross-divisional/functional teams to implement process enhancements and lead continuous improvement initiatives to optimise service delivery.
Use data analytics, machine learning, and automation tools firsthand to enhance how insights are generated and applied across operations.
Develop and enhance reporting dashboards using Power BI and survey platform tool to streamline data visualisation and stakeholder reporting
CX Strategy and Execution of CX Community of Practice
Develop and implement a comprehensive CX strategy and roadmap, outlining clear objectives, engagement strategies and actionable initiatives to drive citizen-centricity and system-wide CX adoption.
Establish CX standards and governance processes to embed a consistent and high-quality experience across all service areas.
Lead the execution of the CX Community of Practice (CoP), working across divisions to build CX capabilities, drive CX related communication and engagement to foster collaboration and scale best practices.
Provide regular updates and present updates at senior CX forums, enabling strategic prioritisation and supporting data-informed decision-making.
Activate board-wide change management strategies to drive adoption of the new CX strategy—identifying and addressing barriers to change, develop mitigation strategies, fostering a culture of openness and adaptability and continuous learning.
Lead and Drive Service Design
Lead cross-functional teams in designing and implementing service improvements using Human-Centred Design (HCD) methods—from insight gathering and journey mapping to prototyping and delivery for Service Design projects.
Drive continuous improvement initiatives, embedding iterative feedback loops to optimise service delivery and address emerging needs.
Utilise customer insights and behavioural data to reimagine end-to-end service journeys—ensuring they are intuitive, inclusive, and aligned to citizen goals.
Team Leadership, People Development, and Budget Management
Lead and inspire cross-functional CX, insights, and service design teams, fostering collaboration, innovation, and accountability.
Develop team capabilities through coaching, mentoring, and structured learning opportunities, aligned to the organisation’s CX maturity goals.
Plan, monitor, and manage budgets across CX and service transformation portfolios, ensuring strategic allocation of resources.
Oversee procurement and contract management processes, ensuring compliance, delivery of outcomes, and optimisation of the value for the organisation as well as vendor relationships.
Monitor contract performance and compliance throughout the contract lifecycle.
Job Requirements:
Bachelor in Business, Service Management, Service Design, Statistics, Data Analytics, or a related field.
Certifications in Customer Experience Management (CXM), Service Design, Agile methodologies, BPR, Six Sigma, Lean methodologies, and data analytics (e.g., SAS, SPSS, Python, or equivalent) are desirable.
Minimum of 10-12 years of progressive experience in customer experience, market research, service management, and data analytics.
Proven track record in leading and managing teams.
Experience in developing and implementing customer experience strategies.
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.
Knowledge of survey management systems, customer data management, and data warehousing.
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).
Skill Requirements :
Strategic thinker: Ability to develop and execute a long-term vision for customer experience.
Strong leadership skills: Proven ability to lead and inspire teams.
Excellent communication skills: Effective in communicating complex ideas to both technical and non-technical audiences.
Analytical mindset: Strong problem-solving skills; meticulous in data analysis and deriving actionable insights.
Customer-centric: Passionate about delivering exceptional customer experiences.
Results-oriented: Focus on achieving measurable outcomes and driving business impact.
Change management: Ability to lead organisational change and overcome resistance.
Collaboration: Strong interpersonal skills and ability to build relationships across departments.
Influencing skills: Ability to persuade and influence stakeholders at all levels.
Working hours :
Mondays to Thursdays: 8.30am –6pm
Fridays: 8.30am –5.30pm.
Contract based
Location:
Outram
EA License No.: 96C4864 (Shanice Lim Xin Ni)
Reg. No.: R22110485
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Job Title:

SERVICE DESK PROCESS IMPROVEMENT MANAGER

• The successful candidate will collaborate with cross-functional teams to identify and document business requirements, utilizing their analytical skills to drive process improvements.
• Maintain comprehensive project documentation using PowerPoint, Excel, and Word.
• Analyze data to inform business decisions and drive process enhancements.

• Minimum 3 years of ITSM experience.
• Minimum 2 years of experience in the financial services industry.
• Minimum 1 year of data analysis experience.
• Strong documentation and communication skills.

• A dynamic work environment with opportunities for growth and professional development.
• A competitive compensation package.
• Ongoing training and support to ensure success in the role.