Senior Manager / Assistant Director (Operations and Service Excellence)

Job description

[What the role is] The Senior Manager / Assistant Director (Operations and Service Excellence) plays a pivotal role in driving operational efficiency, service quality, and continuous improvement at SAA. You will lead end-to-end operations and service excellence initiatives, working across internal teams and external stakeholders to deliver seamless experiences for SAA's course participants, high-level visitors, guests, and alumni. This role requires a dynamic individual who thrives in a fast-paced environment and brings both strategic thinking and hands-on execution. [What you will be working on] Oversee the administration and optimisation of SAA's training and learning management systems to support effective course delivery and enhance digital learning workflows Conduct usability testing to identify pain points, translating insights into actionable product requirements and working with vendors to implement improvements that enhance the user experience across SAA's digital touchpoints Lead the requirements gathering, scoping of specifications, testing and implementation for new digital systems that support SAA’s future operations Serve as the primary point of contact for systems vendors, managing relationships, contracts, and deliverables while overseeing operational KPIs, service standards, and cross-functional change initiatives to ensure consistent service quality and on-time project delivery Apply design-thinking methodologies to surface user needs, identify operational gaps, conduct root cause analyses, and spearhead process improvement and workflow automation initiatives Work closely with internal stakeholders to lead change initiatives and align on operational and service priorities Project management across multiple workstreams, ensuring deliverables are met on time and within scope amid competing priorities [What we are looking for] At least 5-10 years of relevant experience in training, operations, service management, or a related field Experience in an IHL, CET, or professional development training environment will be an advantage Strong project management skills with a proven ability to plan, execute, and deliver multiple complex initiatives concurrently in a fast-paced environment Experience with workflow automation tools and digitising manual processes to improve operational scalability Demonstrated experience in process improvement methodologies such as Lean or Six Sigma, with a track record of successfully implementing process reviews and eliminating operational inefficiencies Proficiency in design-thinking frameworks and service design methodologies, including customer journey mapping and problem solving Strong stakeholder management and interpersonal skills, with the ability to engage, influence, and communicate effectively Experience in facilitating workshops, leading change management initiatives, and driving cross-functional collaboration Results-oriented with strong analytical and problem-solving capabilities, and a keen eye for detail A genuine passion for service excellence, customer-centricity, and continuous improvement