Total 424 qa manager job vacancies in Customer Service category in Australia

Company Description

Founded in September 2013, the Aureus Group has revolutionised music education in Singapore. As the fastest-growing music school chain, its innovative business model and dedication to transformative musical experiences have earned it significant acclaim, with features in renowned publications like Forbes, Business Times, and Channel News Asia. This success culminated in a fourth-place ranking in “Singapore’s Fastest Growing Companies” survey, cementing its position as an industry pioneer.

Mission of the Position

The primary mission for the Assistant Sales/Centre Manager is to actively support and contribute to the overall success of the Aureus centre under their purview. Working directly with the Sales/Centre Manager, the Assistant Sales/Centre Manager plays a pivotal role in executing the established sales strategies and systems. The focus will be on achieving business and revenue growth, elevating customer satisfaction levels, and enhancing employee satisfaction within the assigned centres.

The Assistant Sales/Centre Manager drives scalable sales initiatives aligned with divisional goals, fostering a positive environment through proactive collaboration. Primary responsibilities involve driving sales and event management, overseeing day-to-day operations, executing training programs, and providing mentorship to staff. Tasked with optimizing strategies to meet and exceed set goals. The Assistant Sales/Centre Manager actively contributes to performance enhancement initiatives, coordinating events and marketing campaigns to maximize growth productivity.

Key Responsibilities

1. Performance Enhancement and Feedback- Regularly evaluating the front desk team's performance in providing excellent service, effective customer communication, sales proficiency, positive customer experiences, professional conduct, and packaging through a 360-degree feedback loop involving various stakeholders for centre under their purview.
2. Enhance Centre Experience- Administering and overseeing logistical and facilities maintenance operations to ensure a seamless and well-maintained working environment, comparable to a 5-star hotel experience. This encompasses upkeep, cleanliness, and overall experiential quality.
3. Sales and Growth- Achieve assigned monthly lead generation, sales/ enrolments and lead-conversion targets, in addition to any other targets that may be set by the management in relation to centre growth. Cultivate team members through effective on-the-ground mentoring and ensure they achieve their individual management-assigned targets
4. Workplace Culture and Etiquette- Promoting a positive work environment aligned with company values. Execute initiatives to address challenges and organize staff welfare events, aiming to achieve a target employee satisfaction index score.
5. Customer Relationship Management- Ensure customer retention by promoting adept problem-solving skills and upholding high service standards among team members. Drive the team to do their very best in finding optimal solutions that align with both customer needs and company objectives, with the ultimate goal of reaching a target customer satisfaction index score.
6. Communication and Transparency- Ensuring consistent and aligned communications with the company's core values across all channels. Proactively communicate any issues or potential concerns to the management team to foster a collaborative and responsive approach.
7. Aureus Curriculum System- Guaranteeing the full adoption and attainment of set goals for the Enigma system by ensuring compliance with all directives.
8. Documentation and Reporting- Tracking and reporting team evaluations, development, and improvement plans.
9. Ad- Hoc- Performing and fulfilling additional duties as assigned by the Management.

Perks and Packages:

• Monthly Performance Incentive Bonuses up to $1,400
• Medical and Insurance Coverage
• Worklife and Wellness including 14 days of Annual Leaves and Sick Leaves
• In-House Learning, Development, and Training are provided
• Professional Career Development Opportunities
• Complimentary Music Lessons
• Vibrant and Supportive Company Culture
• Work Equipment including IT Devices is provided

• In charge of running the overall operations of student care centre, including programme planning, curriculum development and implementing health & safety procedures.
• Active network and relationship building with the parents and stakeholders.
• Staff supervision and mentoring.
• Evaluate and constantly improve the staff classroom management and teaching methods.
• Possess a passion to reach out to and empower children and a self-motivated team player with strong interpersonal and communication skills.
• In charge of yearly events and activities of the centre.

Job Scope:

• Handle enquiries to provide regular feedback to parents
• Oversee daily operations and enrolment
• Liaise with HQ and parents on centre matters
• Mentor and lead teachers to ensure programmes are carried out

Job Requirements:

• Able to teach Chinese is a plus.

• Related-work experience in teaching in Schools, Enrichment Centres or providing Private Tuition is preferred

• Team-oriented player

• Passionate in working with primary school children

• Possess excellent work ethics and integrity

• Conduct in-house programs and be the role model to the students for good habits and values.

• Ensure the well-being of the students in the centre.

• Implement effective classroom management and ensure that safety and security protocols are met at all times.

Job Description

• Drive business growth by identifying new opportunities, securing vending machine placements, and executing sales strategies to meet targets.
• Build and maintain strong client relationships to ensure satisfaction, retention, and contract renewals.
• Manage the full sales cycle from prospecting and presentations to negotiations, deal closure, and onboarding of new clients.
• Conduct market research and analyse sales performance, customer feedback, and industry trends to identify improvements and new opportunities.
• Collaborate with cross-functional teams to deliver seamless service and customized solutions.
• Support team leadership by leading meetings, providing guidance, and fostering a strong, performance-driven culture.
• Handle sales administration including proposals, contracts, billing, and payment follow-ups while ensuring compliance and accuracy.
• Ability to work independently and manage time efficiently.
  

 Requirements

• Diploma or Bachelor’s degree in Business, Sales, Marketing, or related field a plus.
• 3-5 years of experience in sales, preferably in the vending or B2B sales.
• Strong knowledge of vending operations, client management, and sales techniques.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to work under pressure, meet deadlines, and handle multiple tasks.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Work Location: Kaki Bukit View

Interested candidate please submit your resume stating current/last drawn salary and salary expectation.

Summary  

The Service Delivery Manager is responsible for managing the airport operation on a shift basis ensuring that service delivery conforms to regulatory, operational, safety and customer service standards within a cost-effective environment.   

 Duties and Responsibilities  

• Lead safety management on a shift basis and ensures a culture of safety. Undertakes timely investigations of incidents, accident and near misses ensuring that all facts and contributing causes are identified and communicated to line management and the Manager Safety & Health. Investigations must include short term & long-term actions / recommendations for the reduction or elimination of the identified risk/s  

• Proactively manage the department’s resources (staff & equipment), to ensure that service levels are delivered to customers that meet both internal and external KPIs and Service Level Agreements (SLAs) while ensuring that Standard Operating Procedures (SOPs) are adhered to  

• Identify and manage problem areas within the operation, deploying resources as required to meet service delivery targets, whilst ensuring that safety and security is not compromised, and that costs are maintained at acceptable levels  

• Ensure that airline customers are provided with a ‘highly visible’ point-of-contact, and that all service feedback is acknowledged and /or investigated and responded. Where the incident is indicative of a reoccurring service failure, provides workable solutions to line management for longer term resolution  

• Through a ‘hands on’ visible approach, ensure that staff welfare and interests are understood and appropriately addressed. Provide ‘on the job’ coaching and leadership to operational teams to ensure performance improvement  

• In conjunction and coordination with Resource Allocators and Supervisors, ensure a clear understanding of the cost of shift operations. Balance operational requirements with overtime (OT) costs to ensure that overtime targets and other financial KPIs are met. Provide direction for, and oversight of, all revenue generating activities on shift to ensure that records of services rendered and support accurate billing   

• Conduct quality audits on a shift basis to ensure compliance with KPIs, SLAs, SOPs, uniform & grooming standards. Responsible for providing feedback and recommendations to staff on-the-spot, as well as updates to line management  

• Develop and maintain positive working relationship and open communication with internal dnata divisions, departments and business units, and external partners, including, but not limited to; Civil Aviation Authority of Singapore (CAAS), Changi Airport Group (CAG), Airport Police, Immigration, Customs, Auxiliary Police, and outsourced service providers  

• In a crisis, ensure that the Ramp & Baggage Services Department immediately activates its portion of the dnata Crisis Management Plan  

• Ensure compliance with all workplace safety, security, and health policies and procedures.

• Any ad hoc tasks assigned by the Reporting Officer or management.

About Aureus Group

Established in September 2013, Aureus Academy is Singapore’s leading music school with over 18,000 students enrolled in our school. Aureus Academy specializes in providing individually tailored piano lessons, violin lessons, drum lessons, voice lessons, and more to students of all ages and abilities.Aureus has transformed a traditional brick-and-mortar service into a cutting-edge business featured in Forbes, Business Times, Straits Times, and Channel News Asia. Aureus Group, the parent company of Aureus Academy, has been ranked 4th in the “Singapore’s Fastest Growing Companies” survey conducted by The Straits Times and Germany-based global research firm Statista.

Company Vision

The Aureus Group’s Mission/Vision is to become the undisputed leader of Creative Arts Education globally by Sep 2025 and to make Aureus the first brand/activity of choice in any market or segment we operate in.

Job Responsibilities

1. Performance Enhancement and Feedback- Regularly evaluating the front desk team's performance in providing excellent service, effective customer communication, sales proficiency, positive customer experiences, professional conduct, and packaging through a 360-degree feedback loop involving various stakeholders for centre under their purview.
2. Enhance Centre Experience- Administering and overseeing logistical and facilities maintenance operations to ensure a seamless and well-maintained working environment, comparable to a 5-star hotel experience. This encompasses upkeep, cleanliness, and overall experiential quality.
3. Sales and Growth- Achieve assigned monthly lead generation, sales/ enrolments and lead-conversion targets, in addition to any other targets that may be set by the management in relation to centre growth. Cultivate team members through effective on-the-ground mentoring and ensure they achieve their individual management-assigned targets
4. Workplace Culture and Etiquette- Promoting a positive work environment aligned with company values. Execute initiatives to address challenges and organize staff welfare events, aiming to achieve a target employee satisfaction index score.
5. Customer Relationship Management- Ensure customer retention by promoting adept problem-solving skills and upholding high service standards among team members. Drive the team to do their very best in finding optimal solutions that align with both customer needs and company objectives, with the ultimate goal of reaching a target customer satisfaction index score.
6. Communication and Transparency- Ensuring consistent and aligned communications with the company's core values across all channels. Proactively communicate any issues or potential concerns to the management team to foster a collaborative and responsive approach.
7. Aureus Curriculum System- Guaranteeing the full adoption and attainment of set goals for the Enigma system by ensuring compliance with all directives.
8. Documentation and Reporting- Tracking and reporting team evaluations, development, and improvement plans.
9. Ad- Hoc- Performing and fulfilling additional duties as assigned by the Management.

Hiring Criteria

• The applicant should have a minimum of 2 years of experience in the related field and at least 1 year in a team-leader position.
• The successful applicant must be available to work on both weekends, with two weekdays off days.
• We are looking for individuals with a strategic mindset and the ability to think critically in various sales situations.
• Strong verbal and written communication skills are essential for effective collaboration and leadership.
• Goal-driven individuals with the ability to focus and prioritise tasks that drive the growth of the centre
• The applicant must have a strong commitment to compliance and ethical business practices, ensuring adherence to industry regulations and company standards.

Perks & Packages

• Work Incentives of up to $1,400* per month
• Medical and Insurance Coverage
• Worklife and Wellness including 14 days of Annual Leaves and Sick Leaves
• In-House Learning, Development, and Training are provided
• Professional Career Development Opportunities
• Complimentary Music Lessons
• Vibrant and Supportive Company Culture
• Work Equipment including IT Devices is provided

Centre Manager

• Salary: $3500 - $4000

• Working hours: Mon, Tue, Fri, Sat n Sun | Off days: Wed-Thu |9am-6pm

• Location: Novena, Bukit Panjang and Tampines

Summary:

we take pride in providing top-notch technology education courses to equip every child with programming knowledge and empower them to create change. If you’re keen to be part of a dynamic team in a fast-growing start-up, join our Operations team to be hands-on from day one and work closely with our founding team. This role will expose you to daily operations of managing an ed-tech start-up and facilitate the smooth delivery of our coding programs to students in local and international schools.

Responsibilities & Duties

• Be a key player in the customer acquisition team to onboard new parents

• Share the vision and recommend suitable coding programs for students

• Support customer success initiatives like special programmes or competitions, or community events like fireside chats for customer engagement

• Maintain customer relationships and build a strong community. Act as parents’ advocate and manage relationships with them

• Plan lead generation events with key partners like Parent Sharings, trial classes and make sure payment for classes are received

• Work with the teaching team to assess the students and follow up with parents for conversion

• Responsible for handling general administrative duties, e.g. sending out onboarding emails, data entry, sorting out data and research

• Ensure that all customer information is properly documented and updated in our CRM system

• Relationship manager for our community, continue to track the progress of students and maintain relationships with parents

If you are keen to apply, please send me your resume and job applied for on WhatsApp at 9789 3505 or email me at anabel.thesupreme@gmail.com (˶ᵔ ᵕ ᵔ˶)

❄️Anabel Boon Xue Qi | Recruitment Consultant (R25159272) |

Overview

We are seeking a highly motivated, passionate, and customer centric Customer Experience Program Manager to join the Office of the CTO. This is a hands on, customer facing, technical role that requires deep expertise in AI and Machine Learning, specifically leveraging Python for end-to-end solution design, development, and deployment. Experience with JavaScript and/or .NET and Agent development frameworks like Microsoft Agent Framework, LangChain, LangGraph is strongly preferred.

You'll collaborate closely with enterprise customers to solve critical business challenges by leveraging Azure's cutting edge AI capabilities, design and build AI solutions, implement robust data pipelines including Azure OpenAI, Azure ML, and other Large/Small Language Model (LLM/SLM) platforms. 

Our diverse, inclusive, and mission-driven team prioritizes innovation, collaboration, and continuous learning, focused on solving complex, real-world business challenges for enterprise customers.

Culture and Values:

At Microsoft, our mission is to empower every individual and organization on the planet to achieve more. We embrace a growth mindset, champion innovation, and value collaboration. Respect, integrity, accountability, and inclusiveness are foundational to our culture, and we seek professionals who align with and further these core values.

Responsibilities

• Lead hands-on design and development efforts primarily using Python, building robust, scalable, and customer-focused AI/ML solutions.
• Engage directly with key enterprise customers to strategize, architect and implement AI driven, Agentic AI solutions leveraging Azure AI services including Azure OpenAI, Azure ML.
• Translate complex requirements into practical, well architected technical solutions and develop rapid prototypes, involving data ingestion, validation, processing, and model deployment using Azure platform components.
• Build, customize, and optimize AI models, AI Agents and related components for customer specific use cases.
• Proactively explore diverse datasets to engineer novel features and signals that significantly enhance ML performance.
• Participate actively in various phase of the model lifecycle from conceptualization, training, fine tuning, validation, and deployment, to continuous monitoring and improvement.

Qualifications

Required Qualifications

• Master’s degree (or higher), preferably with a specialization in Machine Learning, Data Science, or AI.
• Minimum 10+ years architecting solutions and building software with experience in AI Based Solutions.
• Mandatory hands-on experience in Python development, with extensive practical experience building and deploying production-grade AI solutions.
• Proven track record of successful delivery of cloud-native AI projects, ideally on the Azure platform.
• Demonstrated expertise in deep-learning and Agentic AI frameworks (Microsoft Agent Framework, LangChain, LangGraph etc.) and model optimization.

Preferred Qualifications

• Additional, hands-on software development experience in JavaScript and/or .NET, providing full-stack solution design capability.
• Deep understanding and practical experience with Azure OpenAI (e.g., ChatGPT), Azure ML, and AI Agent development frameworks.
• Expertise in implementing automated deployments using Azure DevOps, GitHub (CI/CD pipelines) and comprehensive understanding of MLOps practices.
• Excellent communication skills (written and verbal) with the ability to articulate complex technical solutions clearly to diverse audiences, including senior executives.
• Strong analytical and problem-solving skills, with a passion for customer empathy and user-centric solution design. 

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.

Our client, a well-established MNC is seeking for a Customer Care Manager / Call Centre Manager / Contact Centre Manager - MNC - $ 7,000.00 + AWS + bonuses / Office hour

• Min a Degree in Customer Service Relation/ Hospitality / Tourism or relevant
• At least 5 years experience oversee a team of 50 to run daily call centre operation in a fast pace high volume environment
• Highly analytical, Strong communication and writing skills
• Confident to conduct presentation to top management
• Strong leadership qualities

Others

• Salary: Up to $ 7,000.00 + Attractive Bonuses
• 5 days work week, Office Hour
• East area

Interested candidate can send in your resume with a photo attached (word format prefer) to grayson.su@thetalentnetwork.com.sg

Centre Manager (Enrichment Centre)
Working Days:
Mon-Fri: 2pm-8 PM (2 days off day)
Sat & Sun: 9am-5pm
Work Location: Marine Parade
Salary: $3,000 – $4,000 + Performance Incentives + Annual Profit Share + Performance-Based Equity (Incentives gross up to $6000
Reporting to: Director / Head of Academics

Key Responsibilities

• Promote centre programmes, courses, and ongoing promotions to customers
• Follow up with leads and existing clients to arrange trial lessons
• Conduct programme presentations and convert enquiries into enrolments
• Lead roadshow activities to generate leads and trial sign-ups
• Track and follow up on renewal cases
• Oversee daily centre operations, including scheduling, teachers, trainers, and centre activities
• Support sales target achievement and weekly lead generation targets set by management

Requirements

• 8 years of post-qualification relevant working experience
• At least 3 years in a Centre Manager or similar role
• Experience working in an enrichment centre in Singapore

Benefits

• Performance incentives
• Annual profit share
• Performance-based equity

WhatsApp me your resume for quicker processing! ☺️
WhatsApp: https://wa.me/6596112291 (Kyra)
Voon Yih Boon Reg No: R22106724 | The Supreme HR Advisory Pte Ltd EA No: 14C7279

Our client, a leading international insurer, is looking for a Manager to drive broker partnerships and key customer relationships across Southeast Asia. This role focuses on executing go-to-market strategies, building pipelines, and delivering sustainable growth.

Key Responsibilities

Distribution Management

• Execute broker engagement strategies to drive growth and retention
• Build and manage relationships with key brokers across SEA
• Develop and track deal pipelines with internal stakeholders
• Lead regular broker reviews and performance discussions
• Act as escalation point for broker-related matters

Customer Management

• Develop and execute account plans for key customers
• Build strong relationships with senior client stakeholders
• Drive new business, renewals, and negotiations
• Coordinate with underwriting and internal teams for delivery

Market & Strategy

• Analyze market trends and provide actionable insights
• Support regional initiatives and strategic projects
• Leverage thought leadership to strengthen client engagement

Compliance & Performance

• Ensure adherence to internal and regulatory guidelines
• Deliver against financial and performance targets

Requirements

• Degree in Business, Finance, or related field
• 7–10 years of experience in insurance (distribution, underwriting, or client management)
• Strong network with brokers and corporate clients in SEA
• Proven track record in sales and complex deal execution
• Experience with CRM tools and pipeline management
• Strong communication and negotiation skills

What’s on Offer

• Regional role with strong visibility
• Opportunity to manage key broker and client relationships
• Competitive salary with performance-based incentives

Are you ready to unleash your potential?

At Deloitte, our purpose is to make an impact that matters for our clients, our people, and the communities we serve.

We believe we have a responsibility to be a force for good, and WorldImpact is our portfolio of initiatives focused on making a tangible impact on society’s biggest challenges and creating a better future. We strive to advise clients on how to deliver purpose-led growth and embed more equitable, inclusive as well as sustainable business practices.

Hence, we seek talented individuals driven to excel and innovate, working together to achieve our shared goals.

We are committed to creating positive work experiences that foster a culture of respect and inclusion, where diverse perspectives are celebrated, and everyone is recognised for their contributions.

Ready to unleash your potential with us? Join the winning team now!

Work you’ll do:

• As a consultant within ICDC team, you are part of a tech team who are tech savvy with future driven mindset to keep updated with the latest technology advancements.

• You will put future-forward thinking into projects that push the edges of technology to support the change of our clients. You will establish and nurture positive working relationships with teams and clients with the intention to exceed client expectations.

• Design and implement end to end application from development to software quality testing in ensuring that the product built are secure and robust for production usage. To achieve this, you will be:

o Building APIs and interface for web, mobile, and other services.

o Designing and implementing user interfaces and layout from designers

o Test and debug web applications and backend services.

o Writing reusable, testable, readable and maintainable efficient code

o Building automation test scripts to ensure application is robust

o Produce comprehensive system design documentation

• Be part of the Agile methodology, daily standup, backlog grooming, demos etc.

• Apply strong problem-solving and critical thinking

• Collaborate effectively with team members

Your role as a leader:

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, experience analysts/consultants across our Firm are expected to:

• Demonstrate a strong commitment to personal learning and development.

• Understand how our daily work contributes to the priorities of the team and business.

• Understand the set expectations and demonstrate accountability in keeping personal

• performance on track.

• Actively focus on developing effective communications and relationship-building skills with

• stakeholders, clients and team.

• Demonstrate an appreciation for working with others.

• Understand what is fundamental to Deloitte’s success as a business.

• Demonstrate integrity and an awareness of strengths, differences, and personal impact.

• Develop their understanding of Deloitte and offer a fresh perspective.

Requirements:

• 3 – 6 years of experience as a Full Stack Developer and/or Software Quality Engineer in an agile environment

• Strong proficiency in Python and Javascript (React.js, Next.js, etc)

• Strong understanding of relational databases (MySQL, PostgreSQL) and basic knowledge of NoSQL (MongoDB)

• Familiarity with caching mechanisms (Redis, Memcached)

• Experience in automation testing tools, i.e. playwright, selenium

• Experience in performance test is a plus, i.e. k6

• Mobile testing tools for Android, iOS, and cross-platform ones

• Experience with CI/CD pipelines, Docker, Docker Compose, and Git

• Exposure to cloud platforms (AWS, Azure, or GCP) is an added advantage

• Good understanding of design patterns, web security (OWASP Top 10), system design principles, software development life cycles (SDLC), testing methodologies, and QA principles

• Stay updated with latest technologies and industry trends

• Demonstrated skills in communication (oral, written, presentation), analysis, problem solving and short term and long-term planning

• Demonstrated portfolio of work showcasing technical competence

• An appreciation of the consulting lifestyle and ability to travel (both locally and abroad) is a pre-requisite to fit to our short-term and long-term project assignment.

Due to volume of applications, we regret that only shortlisted candidates will be notified.

Please note that Deloitte will never reach out to you directly via messaging platforms to offer you employment opportunities or request for money or your personal information. Kindly apply for roles that you are interested in via this official Deloitte website.

Centre Manager

• Salary: $3500 - $4000
• Working hours: Mon, Tue, Fri, Sat n Sun | Off days: Wed-Thu |9am-6pm
• Location: Novena, Bukit Panjang and Tampines

Summary:

we take pride in providing top-notch technology education courses to equip every child with programming knowledge and empower them to create change. If you’re keen to be part of a dynamic team in a fast-growing start-up, join our Operations team to be hands-on from day one and work closely with our founding team. This role will expose you to daily operations of managing an ed-tech start-up and facilitate the smooth delivery of our coding programs to students in local and international schools.

Responsibilities & Duties

• Be a key player in the customer acquisition team to onboard new parents
• Share the vision and recommend suitable coding programs for students
• Support customer success initiatives like special programmes or competitions, or community events like fireside chats for customer engagement
• Maintain customer relationships and build a strong community. Act as parents’ advocate and manage relationships with them
• Plan lead generation events with key partners like Parent Sharings, trial classes and make sure payment for classes are received
• Work with the teaching team to assess the students and follow up with parents for conversion
• Responsible for handling general administrative duties, e.g. sending out onboarding emails, data entry, sorting out data and research
• Ensure that all customer information is properly documented and updated in our CRM system
• Relationship manager for our community, continue to track the progress of students and maintain relationships with parents

To expedite the process interested candidates may contact me with your resume via:

Whatsapp: +65 8012 4526(Alvin)

Alvin Chua Ming Jing:R23116192

The Supreme HR Advisory Pte Ltd: 14C7279

Role Summary

We are looking for a self‑motivated, well‑rounded IT professional with strong experience managing large, outsourced IT Development and Application Support (ASM) teams within the BFSI (Banking, Financial Services & Insurance) domain.

The role involves end‑to‑end ownership of delivery excellence, customer satisfaction, and financial performance (P&L), while managing multi‑vendor, multi‑geography teams in an onsite–offshore model. The candidate will be responsible for driving operational efficiency, productivity improvement, and service quality across development, transformation, and production support engagements.

Key Responsibilities

Delivery & Operations

• Lead and manage large IT Development and Production Support teams (50+ FTEs) in an onsite–offshore, outsourced delivery model.
• Own delivery excellence parameters, customer satisfaction index, and P&L responsibility for assigned engagements.
• Ensure high service quality and lead service recovery activities in case of delivery or SLA issues.
• Establish and govern operating procedures, delivery frameworks, and work allocation within the span of control.
• Drive continuous improvement through productivity improvement levers to enhance operational efficiency.

Project & Program Management

• Manage projects using Agile (Scrum/Kanban), Waterfall, and Iterative methodologies as per engagement needs.
• Effectively manage fixed‑price engagements, ensuring scope, schedule, cost, and risk are controlled.
• Oversee delivery across development, testing, transformation, and production support tracks.
• Present program status, risks, and mitigation plans to senior client and internal leadership forums.

People & Stakeholder Management

• Lead and manage multi‑ethnic, multi‑geography teams across vendors and client organizations.
• Handle people management responsibilities including onboarding, performance management, planning, and capacity allocation.
• Build strong client relationships with mid and senior‑level stakeholders through proactive communication and governance.
• Demonstrate excellent customer orientation and communication skills.

Domain & Technical Leadership

• Provide leadership across BFSI engagements, with strong exposure to:Retail BankingPaymentsChannelsWealth Management
• Demonstrate strong technical acumen based on prior hands‑on background in:DevelopmentTestingCloud‑based project delivery
• Apply ITIL processes effectively across Application Support and Managed Services engagements.
• Understand IT outsourcing engagement models and commercial constructs.

Business Development Support

• Participate in RFP / Bid processes, including due diligence, solutioning, and transition planning.
• Support engagement transitions, including transition from incumbent vendors where applicable.

Mandatory Requirements

• Experience managing 50+ FTE IT Development and Production Support teams in onsite–offshore models.
• Strong delivery management experience within BFSI, with exposure to Retail Banking and Payments.
• Bachelor's degree in computers sciences or any related discipline
• Proven experience working in multi‑vendor environments.
• Hands‑on project management experience across Agile and traditional delivery methodologies.
• Certification in Project Management practices and Agile Ways of Working.
• Strong background in Development and Testing, enabling effective technical oversight.
• Experience managing delivery in cloud technology environments.
• Demonstrated understanding and implementation of ITIL processes.
• Experience managing fixed‑price engagements with full commercial responsibility.
• Excellent communication, stakeholder management, and presentation skills.

Good to Have

• Prior experience managing transitions, including transitions from incumbent vendors.
• Deep understanding of IT outsourcing commercial and engagement models.

Non‑Technical / Soft Skills

• Strong willingness to learn new technologies and adapt to a corporate environment.
• Outstanding verbal and written communication skills (technical and non‑technical).
• Ability to communicate effectively with mid and senior client stakeholders.
• Strong negotiation, interpersonal, and conflict‑handling skills.
• Ability to present confidently in senior management forums and respond to complex queries.
• Collaborative mindset and strong team‑player attitude.

Key Responsibilities

• Lead and manage a team of 5+ (L1/L2 support), fostering a high-performance culture
• Oversee daily IT operations, maintenance, and compliance with security standards
• Manage maintenance schedules, change requests, incidents, and service requests
• Track IT assets and maintain accurate documentation for audits and reporting
• Manage vendors and subcontractors, ensuring performance meets contractual obligations
• Monitor SLAs and implement service improvements
• Manage budgets and control operational costs
• Serve as the main point of contact for clients, ensuring timely issue resolution

Requirements

• Bachelor’s degree in Engineering, IT, or related field
• 3–4 years of experience in IT Operations & Maintenance
• Strong knowledge of IT service management and ITIL practices
• Proven leadership, problem-solving, and stakeholder management skills
• Excellent communication skills and ability to work under pressure
• Self-driven, proactive, and able to manage multiple priorities

(EA Reg No: 20C0312)

Please email a copy of your detailed resume to abegail@talentsis.com.sg for immediate processing.

Only shortlisted candidates will be notified.

Locations: Paya Lebar OR Greenwich (p/up at Kovan, Serangoon, Woodlands, Tampines)

Greenwich (headcount 45-50)

830am - 6pm (Mon - Fri)

230pm-12mid night shift if required as line is running on 24/7 (not exceeding 5x in a month)

Paya Lebar

830am - 6pm (Mon - Fri)

Responsibilities

•                   Provide leadership, development and coaching of Assistant Managers, Team Leaders, QAs, Trainers and Agents.

•                   Drive Employee Engagement to help our employees feel connected to one another and the company, and care deploy about their work.

•                   Foster a workplace that helps the team thrive.

•                   Actively engage and support the development of your team to ensure better performance and succession planning.

•                   Work with HR and Recruitment drive the recruitment & selection of Assistant Managers, Team Leaders, QAs, Trainers and Agents.

•                   Work with QAs and trainers to carry out regular audits, developing a culture where training and development are part of the team, identifying actions and working with trainers to ensure the skills and knowledge are developed effectively.

•                   Contribute to the design and implementation of change requests which impact the contact centre.

•                   Ensure effective and consistent communication throughout the team, encourage feedback and customer insight in order to enhance the customer experience.

•                   Embed a performance culture, framework and review processes to achieve service levels and improvements against set targets.

•                   Identify and instill best practice, processes and systems and drive continuous improvement environment.

•                   Maintain open and honest channels of communication at all levels across the business to facilitate best in class sharing and root cause analysis.

•                   Ensure service targets, SLA’s and KPI’s are continually reviewed and expectations are met with optimum levels of quality & service delivery.

Requirements:

•                   Diploma/ Degree in any field with supervisory experience in contact centre
•                   Prior experience in BPO setting is required

Jessica Nguyen Huynh Thanh Truc

CEI Reg. No. R23113787

EA License No. 99C4599

We regret that only shortlisted candidates will be notified.