Senior Manager, Process Improvement

Job description

WE TAKE YOU ABOVE BEYOND Take your passion to the next level and work alongside other masters of their craft to build a fulfilling and rewarding career at Marina Bay Sands. Job Summary The CX Analytics & Process Improvement team is entrusted with the responsibility to work collaboratively with all operational and support businesses to continuously make improvements in Service & Processes. This is achieved through a strong focus on the Marina Bay Sands Service & Productivity Roadmap leveraging on our Company’s vision of Above Beyond & our core values. The roadmap comprises of creating baseline measurements, pioneering Data Analytics use cases, incubating Innovative Technology and engaging everyone through Stakeholder Engagement. We are seeking a strategic and hands-on project leader who can manage a portfolio of cross-functional process improvement initiatives from opportunity identification through implementation, benefits realization, and sustainment. The ideal candidate will bring deep expertise in Lean Six Sigma and operational excellence, with the ability to diagnose complex business problems, structure improvement roadmaps, lead stakeholders through change, and deliver measurable outcomes in service excellence, productivity, cost efficiency, and guest experience. Job Responsibilities Project Portfolio Leadership & Governance Lead and manage the end-to-end delivery of strategic process improvement projects across operations and support functions, ensuring clear scope, timelines, ownership, risks, milestones, and measurable outcomes. Establish strong project governance, including project charters, prioritization criteria, steering updates, implementation plans, benefits tracking, and post-implementation reviews. Manage a balanced pipeline of improvement initiatives aligned with business priorities, the Service & Productivity Roadmap, and enterprise operational excellence goals. Lean Six Sigma & Operational Excellence Expertise Apply Lean Six Sigma, DMAIC, Kaizen, Value Stream Mapping, root-cause analysis, process redesign, and other operational excellence methodologies to solve complex business problems. Coach project teams and business stakeholders on the practical application of structured problem-solving and process discipline, with formal training delivery playing a supporting role where required. Build standard project tools, templates, governance routines, and measurement frameworks to strengthen the organization’s improvement capability and sustain project outcomes. Innovation & Technology Enablement Actively identify and evaluate innovative ideas, technologies, and solutions that address business challenges, enhance service excellence, or improve productivity. Coordinate site visits, technology assessments, and opportunities to explore emerging best practices. Stakeholder Engagement & Change Leadership Engage senior leaders, functional owners, and frontline teams to secure alignment, unblock decisions, and drive adoption of improvement initiatives. Lead change management activities that support implementation readiness, stakeholder buy-in, communication, adoption, and sustainment of new ways of working. Process Improvement Delivery & Benefits Realization Partner with business leaders to identify high-impact opportunities, define problem statements, quantify business cases, and prioritize projects based on value, feasibility, and strategic alignment. Drive projects to conclusion by managing dependencies, resolving roadblocks, aligning stakeholders, and ensuring implementation discipline across cross-functional teams. Track and validate project benefits, including productivity gains, cycle-time reduction, service quality improvements, cost avoidance, risk reduction, and enhanced guest or employee experience. Insights, Evaluation & Continuous Refinement Define project success measures, establish baseline and target performance indicators, and use data-driven insights to monitor progress and impact. Develop dashboards, scorecards, and executive updates to provide visibility on project status, risks, benefits, and lessons learned. Job Summary The CX Analytics & Process Improvement team is entrusted with the responsibility to work collaboratively with all operational and support businesses to continuously make improvements in Service & Processes. This is achieved through a strong focus on the Marina Bay Sands Service & Productivity Roadmap leveraging on our Company’s vision of Above Beyond & our core values. The roadmap comprises of creating baseline measurements, pioneering Data Analytics use cases, incubating Innovative Technology and engaging everyone through Stakeholder Engagement. We are seeking a strategic and hands-on project leader who can manage a portfolio of cross-functional process improvement initiatives from opportunity identification through implementation, benefits realization, and sustainment. The ideal candidate will bring deep expertise in Lean Six Sigma and operational excellence, with the ability to diagnose complex business problems, structure improvement roadmaps, lead stakeholders through change, and deliver measurable outcomes in service excellence, productivity, cost efficiency, and guest experience. Job Responsibilities Project Portfolio Leadership & Governance Lead and manage the end-to-end delivery of strategic process improvement projects across operations and support functions, ensuring clear scope, timelines, ownership, risks, milestones, and measurable outcomes. Establish strong project governance, including project charters, prioritization criteria, steering updates, implementation plans, benefits tracking, and post-implementation reviews. Manage a balanced pipeline of improvement initiatives aligned with business priorities, the Service & Productivity Roadmap, and enterprise operational excellence goals. Lean Six Sigma & Operational Excellence Expertise Apply Lean Six Sigma, DMAIC, Kaizen, Value Stream Mapping, root-cause analysis, process redesign, and other operational excellence methodologies to solve complex business problems. Coach project teams and business stakeholders on the practical application of structured problem-solving and process discipline, with formal training delivery playing a supporting role where required. Build standard project tools, templates, governance routines, and measurement frameworks to strengthen the organization’s improvement capability and sustain project outcomes. Innovation & Technology Enablement Actively identify and evaluate innovative ideas, technologies, and solutions that address business challenges, enhance service excellence, or improve productivity. Coordinate site visits, technology assessments, and opportunities to explore emerging best practices. Stakeholder Engagement & Change Leadership Engage senior leaders, functional owners, and frontline teams to secure alignment, unblock decisions, and drive adoption of improvement initiatives. Lead change management activities that support implementation readiness, stakeholder buy-in, communication, adoption, and sustainment of new ways of working. Process Improvement Delivery & Benefits Realization Partner with business leaders to identify high-impact opportunities, define problem statements, quantify business cases, and prioritize projects based on value, feasibility, and strategic alignment. Drive projects to conclusion by managing dependencies, resolving roadblocks, aligning stakeholders, and ensuring implementation discipline across cross-functional teams. Track and validate project benefits, including productivity gains, cycle-time reduction, service quality improvements, cost avoidance, risk reduction, and enhanced guest or employee experience. Insights, Evaluation & Continuous Refinement Define project success measures, establish baseline and target performance indicators, and use data-driven insights to monitor progress and impact. Develop dashboards, scorecards, and executive updates to provide visibility on project status, risks, benefits, and lessons learned. Job Requirements Education & Certification Master’s or bachelor’s degree in Industrial Engineering, Operations Management, Business, Hospitality, Science, or a related discipline. 8–10 years of experience in process improvement, operational excellence, project management, transformation, or operations leadership within a complex service-based environment. Certified Lean Six Sigma Green Belt required; Black Belt certification strongly preferred. Project management certification or proven equivalent experience in managing multiple cross-functional projects, governance forums, implementation plans, and benefits tracking. Strong working knowledge of Lean Management, Six Sigma, DMAIC, Value Stream Mapping, Kaizen, root-cause analysis, process redesign, and change management methodologies. Demonstrated ability to influence senior leaders, manage cross-functional stakeholders, and translate complex operational challenges into structured, measurable improvement plans. Experience Proven track record of leading end-to-end process improvement or transformation projects that deliver measurable business outcomes. Experience managing project portfolios, project charters, timelines, risks, stakeholder communications, governance updates, and post-implementation reviews. Strong analytical and problem-solving capability, with the ability to use data to diagnose root causes, quantify improvement opportunities, and validate benefits. Excellent writing, presentation, and communication skills to prepare executive-ready updates, business cases, project reports, and stakeholder communications. Competencies Ability to think creatively and see opportunities in every situation to propose and identify solutions. Self-starter who strives to add value to the team & company Positive and pro-active team player who can manage different stakeholders to initiate and drive projects. Thrives under pressure in a fast-paced and dynamic environment with tight deadlines. Share our Company values of Passion, Creativity, Teamwork, Respect, and Integrity Marina Bay Sands is committed to building a diverse, equitable and inclusive workforce, providing equal opportunities as we grow our talent base to match our growth ambitions in Singapore. Our employees are committed to adhere to and abide by all rules, regulations, policies and procedures, including the rules of conduct and business ethics of the Company.