Job Description
The Manager is responsible for overseeing the day-to-day operations of assigned teams supporting events, feedback management, applications and related service functions. The role ensures effective manpower deployment, service quality, operational compliance, and continuous improvement across the assigned scope of work.
Key Responsibilities
- Supervise, manage and support assigned operational staff to ensure smooth and effective delivery of services.
- Oversee manpower deployment and attendance management, ensuring staff report for duty as scheduled and that appropriate covering arrangements or replacements are made where required.
- Plan and deliver structured training and onboarding programmes for new and existing staff, covering service excellence, operational procedures, SOPs, case handling, stakeholder communication, compliance requirements and other relevant job functions.
- Monitor the quality, accuracy and timeliness of responses and service delivery to ensure that established service standards, operational requirements and turnaround times are consistently met.
- Provide guidance and support to staff in handling operational matters, including events, feedback cases, applications, programmes and other assigned service functions.
- Review and monitor existing workflows, processes and operating procedures to identify inefficiencies, gaps and opportunities for productivity improvements.
- Recommend and implement practical process improvements, innovative solutions and best practices to enhance operational efficiency and service quality.
- Provide operational coverage and support across teams, functions or branches when required to maintain continuity of service.
- Assist in the resolution of operational issues, staff-related matters and service escalations, ensuring appropriate follow-up and timely resolution.
- Monitor team performance against agreed operational and service standards, and provide regular coaching, feedback and support to drive continuous improvement.
- Consolidate and prepare monthly operational and performance reports, providing management with clear insights into team performance, service levels, manpower deployment and overall operational health.
- Work closely with relevant stakeholders and internal teams to coordinate operational requirements and ensure consistent service delivery across the assigned scope.
- Undertake any other operational, administrative or related duties as assigned by management.
Requirements & Qualifications
- Degree in Venue Management, Events Management, Hospitality and Tourism Management, Mass Communications, Communications and New Media, Marketing, Business Administration or a related discipline.
- At least five (5) years of relevant experience in events or venue management, marketing, hospitality, customer service management, call centre management, quality service management or related fields.
- Demonstrate leadership abilities, with strong organisational and time management skills.
- Able to multitask effectively, prioritise competing demands and remain calm and composed in stressful situations.
- Excellent command of written and spoken English.
- Strong interpersonal and communication skills, with the ability to engage effectively with staff, stakeholders and members of the public.
- Responsible, dependable and able to work independently with minimal supervision.
- Able to thrive in a fast-paced environment and adapt effectively to changing operational requirements.
- Experience in data analytics and/or organisational development would be an advantage.
- Willing and able to work on weekends and Public Holidays when required.
