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Global Sales Operations Manager

Salary undisclosed

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Job Description

The successful candidate will be part of Sales and Marketing Division, Global & Corporate Sales Department. He/ She will be responsible for driving strategic initiatives to enhance SIA Sales Operations, ensuring high service standards for our corporate customers.

Key Responsibilities

  • Operational Performance Management
  • Coordinate with Vendor to provide regular updates on Service Level Agreements (SLA).
  • Monitor and analyze call center metrics. Develop action plans for addressing performance gaps and implement performance improvement initiatives.
  • Vendor Management
  • Conduct regular vendor performance reviews; negotiate and prepare updated contracts based on assessments; establish a feedback loop for continuous improvement.
  • Workforce Management
  • Determine the optimal staffing levels and schedule adjustments based on fluctuating call volumes and operational needs to ensure efficient service delivery.
  • Process Improvement Initiatives
  • Analyze existing workflows and identify bottlenecks or inefficiencies, deciding on necessary changes or technology implementations to enhance operational effectiveness.
  • Reporting and Data Analysis
  • Establish standardized reporting templates; work with vendors to prepare monthly data analysis reports with actionable insights; create dashboards for real-time KPI tracking.
  • Provide insights and feedback on customer demand trends to internal stakeholders.

Requirements

  • Degree in any discipline.
  • At least 2 years of Project Management experience involving external vendors preferred.
  • Experience in process improvement and change management initiatives would be advantageous.
  • Able to lead and motivate teams, manage performance, and foster a collaborative work environment while driving accountability.
  • Proficient in analyzing performance data, generating actionable reports, and using data-driven insights to inform decision-making and improve operations.
  • Highly motivated and results focused.
  • Independent and quick learner.
  • Strong communications and stakeholders management skills.
  • Strong change mindset and creative in seeking solutions.

We thank all candidates for your interest in Singapore Airlines, and regret that only shortlisted candidates will be notified.
About Singapore Airlines
Size More than 250
Industry Passenger Airlines
Location Singapore
Founded 1 October 1972
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