Total 472 construction manager job vacancies in Customer Service category

COMPANY DESCRIPTION

A leading general insurer with a local presence of over 100 years, MSIG Singapore offers an extensive range of insurance solutions for commercial and personal risk protection, enabling the security and safety of individuals and businesses. MSIG Singapore holds an A+/Stable financial rating by Standard & Poor's.

A testament to its growing strength and influence, MSIG Singapore has garnered numerous awards for delivering digitally innovative and customer-centric solutions. In 2023, 2022 and 2020, MSIG Singapore was awarded Insurance Asia Awards' Claims Initiative of the Year.

MSIG is a subsidiary of Mitsui Sumitomo Insurance Co., Ltd, and a member of the MS&AD Insurance Group - one of the largest general insurance groups in the world with presence in 50 countries and regions globally, 18 of which are in Asia Pacific including all ASEAN markets as well as in Australia, New Zealand, China, Hong Kong, Taiwan, South Korea and India. Headquartered in Japan, MS&AD is amongst the top non-life insurance groups in the world based on gross revenue.

RESPONSIBILITIES

• Assist Head of Department in all areas of Health Insurance department's goals for profitable growth and development of Healthcare's strategic initiatives, including sales, marketing and product development.
• Achieve department's growth and profit targets.
• Provide Quotations and renewal terms for Individual and Corporate Clients.
• Ensure risks are accepted and underwritten in accordance with the Company's guidelines.
• Conduct market research and competitive analysis.
• Develop and conduct Presentations and Product Training to clients/intermediaries/Business Units.
• Review of policy wordings/brochures
• Undertake any other duties as may be assigned

• Tertiary qualification, preferably with professional insurance qualification
• Certificate in Health Insurance

• Business Development experience in insurance, with particular emphasis on medical/ healthcare
• Business Development
• Marketing/ Presentation and Negotiation skills
• Strong interpersonal / relationship building skills
• Underwriting skills
• Singapore insurance market
• Pricing

Job Responsibilities

1. Set up and follow up with project and HQ all staffs hardware, software issue.

2. Set up and daily Maintain project and HQ Server and data security.

3. Set up and maintain project CCTV system.

4. Apply the internet and set up project internet system

5. Purchasing related software or other materials

6. Set up bio matrix system

7. Due with supplier of others software issues

8. Ensure on call support for critical IT services work with relevant resolver group.

9. Manage IT opportunities, risks and challenges pertaining to IT user help desk operations.

10. Others IT related meter request by management.

Job Responsibilities

• Set up and follow up with project and HQ all staffs hardware, software issue.
• Set up and daily Maintain project and HQ Server and data security.
• Set up and maintain project CCTV system.
• Apply the internet and set up project internet system
• Purchasing related software or other materials
• Set up bio matrix system
• Due with supplier of others software issues
• Ensure on call support for critical IT services work with relevant resolver group.
• Manage IT opportunities, risks and challenges pertaining to IT user help desk operations.
• Others IT related meter request by management.

Job Requirements

• Diploma in Computer Science/ IT Technology Information or related fields.
• Minimum 3 years relevant experience in IT Support / technical support.
• Good technical skills in windows based client environments with the respected support tools (remote desktop).
• Experience on MS365 Online Application support - include Office, OneDrive, Outlook, SharePoint, Teams and Modern authentication.
• Good team player with good interpersonal and communication skills
• Willing to be based at project site office.
• Working Location: West

Responsibilities:

• Ensure smooth day-to-day operations and consistency of best service attitude to clients

• Ensure the customer service team maintain good company image

• Improvise, implement, and propose to the improvement of work procedures

• Plan and conduct on-job-training for new employees and/ or existing team members

• Manage the Customer Service Team

• Oversee and follow up on the consolidation of feedback from the respective frontline teams and clients. Reviewing the feedback/ complaints received

• Proper understanding of the industry and services provided, giving clients a clear information on what they require

• Deliver top-notch quality service to clients

• Ensure guidelines, policies and other procedures are aligned

• Managing incoming calls, and inquiries and handling complaints providing clients with alternatives or appropriate solutions

• Review the standard operating procedures (SOPs), forms, templates, and lists to ensure operational efficiency in consultation with the team

• Manage the morale, welfare, and health of the Customer Service Team

Requirements:

• At least a Diploma in Business Management or related fields.

• Min. 4 years of experience in a call centre or hospitality industry with at least 2 years in a supervisory capacity in managing a team.

• Strong customer centric personality with excellent analytical and problem-solving skills.

• Good team player with good interpersonal communication and presentation skills

• Self-motivated, meticulous, and independent

• Able to do shift work, and work on Public Holidays and Overtime

If you are shortlisted for the first round of screening, our Recruiter will contact you directly.

EA License No: 21C0571 | EA Reg No:21103634 (Johnny Wu)

COMPANY DESCRIPTION

MINDS has been caring for Persons with Intellectual Disabilities (PWIDs) and their families since 1962.

Grounded in the belief that all PWIDs have innate abilities and talents, MINDS is committed to empowering them and enhancing their quality of life, while advocating for greater inclusivity for PWIDs as a nation.

MINDS is today one of the largest charities in Singapore employing more than 850 staff. With the key focus to expand community-based services, improving the employability of PWIDS, strengthening education, and engendering inclusive community living, MINDS offers a holistic range of services and programmes across the PWIDs' lifespan.

These include schools, employment and training development centres, home-based care services and community-based services to cater to the physical, psychological, environmental and social needs of PWIDs. For more information, please visit www.minds.org.sg.

RESPONSIBILITIES

The Manager, Future Care Planning (FCP) will report to the Senior Manager, FCP, which is under the umbrella of Community-Based Support Services (CSS). CSS is the dynamic and nimble service delivery arm in MINDS that respond to emerging needs of PWIDs and Caregivers in the community.

The Manager will assist the Senior Manager to oversee programmes, which includes Life+, Life Coaching and Home-based Care services. Life+ is a pilot initiative to enable and sustain inclusive community living and ageing in place for PWID through tailored client support, future care planning and the building of community capacities.

He/she will manage risk and quality of the programme and play a pivotal role to ensure the smooth execution of the programmes and assist in manpower management and allocation.

A client-centric, proactive thinker, resourceful and responsible team player, he/she works closely with colleagues, build community networks with stakeholders to raise awareness of future care planning and propel ageing in place in the community for our clients.

Programme Management

• Create, review and execute SOP and work processes and ensure compliance towards risk and safety management.
• Oversees and review the development of programmes to support and enhance independence of PWIDs for community living.
• Oversee programme quality control and budget.
• Ensure all areas of work are audit-ready.

Manpower Resource and Budget Management

• Monitor scheduling and staffing assignment.
• Ensure minimal standard of staff's service delivery is adhered to.
• Upskill the competency of staff and support professional development of team.
• Recruit volunteer/befriender and monitors needs and activation.
• Recruit and appraise performance of staff.
• Oversee budget, resource utilisation and procurement matters.

Build Stakeholder Relationship

• Collaborate with other organisations and stakeholders for the development of programmes to support future planning and community inclusion of PWIDs.
• Participate in networking sessions with external agencies, stakeholders and community partners.
• Develop community outreach plans for PWDs and their caregivers.
• Develop programs that support caregiver's future planning.

• Degree Holder in relevant Social Service /Allied Health Professional field.
• Possess experience in managing and leading team of staff.
• 3 Years and above of working experience in Disability Field.

• Effective good interpersonal, communication and time management skills.
• Analytical, well organised and pays attention to details.
• Have strong Interest and open attitude towards understanding Persons with Intellectual Disability and their needs.
• Appreciates and enjoys working with PWDs and their caregivers in future planning.

Reporting to the Centre Director on administration matters This role is a dedicated internal and external client service position involving filling up, issuing and filing of paperwork related to centre, parental engagement, regular interactions with champs and working co-operatively with all team members.

Job Responsibilities:

Ø Oversee the daily operation of the centre.

Ø Implement quality standard for all programmes in centre.

Ø Handle centre tour; operation portion.

Ø Prepare financial and centre reports (e.g. petty cash, daily collections, centre enrolment report etc)

Ø Prepare monthly forms such as teachers attendance form, champs attendance forms, sign in/out forms, school bus attendance forms etc

Ø Conduct daily health checks with champs at the door when necessary

Ø Assist parents in the purchasing of merchandise such as uniforms, caps, books etc

Ø Conduct stock take and restocking of supplies such as merchandise and stationeries etc

Ø Ensure safety and timely transfer of students from school to centre

Ø Ensure safety of children within the premises

Ø Other ad-hoc duties assigned by Centre Director

Job Requirements:

Ø Diploma in Business Management with minimum of 2 years of working experience in a preschool environment.

Ø Proficient in MS Office (Word, Excel and PowerPoint)

Ø Good communication and interpersonal skills

Ø Meticulous, organised and able to multi-task

Ø Able to teach primary school subjects will be an advantage

Ø Able to work on weekends

We are hiring a hands-on Centre Manager for a growing student care centre in Katong.

This role is responsible for overseeing daily centre operations, managing a small teaching team, building strong trust with parents, and ensuring programmes are delivered with consistency and care. The centre places strong emphasis not only on student care, but also on children’s thinking, emotional growth, creativity, expression, and confidence.

This role is suitable for someone with real student care or education operations experience who is comfortable working in a growing centre environment and taking ownership of both people and process.

Key Responsibilities:
• Oversee the day-to-day operations of the student care centre
• Ensure smooth running of daily schedules, student supervision, dismissal flow, and centre routines
• Lead, manage, and mentor a small teaching team
• Support a positive, professional, and child-centred team culture
• Act as a key point of contact for parents and handle feedback or concerns professionally
• Ensure programmes and daily activities are carried out consistently and in line with the centre’s philosophy
• Support student wellbeing, emotional safety, and positive behaviour management
• Conduct centre tours for prospective families and support enrolment conversations where needed
• Assist with staffing support, including onboarding and team development
• Step in to support class coverage when required during this early-stage phase
• Work closely with management to maintain quality standards and strengthen overall centre execution

Requirements:
• At least 3 to 5 years of relevant experience in student care, education, childcare, or a related setting
• Prior leadership, supervisory, or team management experience
• Strong parent communication and relationship management skills
• Confident handling of student behaviour and sensitive situations with maturity and sound judgement
• Organised, dependable, and execution-focused
• Able to lead a small team while remaining hands-on operationally
• Comfortable working in a growing centre environment where processes may still be developing
• Warm, grounded, and professional in working with children, parents, and colleagues

Preferred Qualifications:
• Diploma or Degree in Education, Early Childhood, Child Development, Psychology, or a related field
• Experience in a student care centre, boutique education setting, or premium enrichment environment
• Familiarity with programme-based, inquiry-based, or whole-child learning approaches

Working Hours:
• School term: Monday to Friday, 11:00am to 7:00pm
• School holidays: Monday to Friday, staggered 8-hour shifts within 7:00am to 7:00pm

Benefits:
• Annual leave: 12 days in the first year, increasing with service up to 15 days
• Medical allowance
• Work Injury Compensation Insurance (WICA)
• Year-end bonus or profit-sharing, subject to company policy

EA Details:
• Employment Agency: First Konnection Pte. Ltd.
• EA Personnel Name: Ben Chang
• EA Personnel Registration Number: R23111820
• EA Licence Number: 22C1307

Job Description

• Provides leadership for customer operation specialists in order fulfilment, quota credit, collections and contracts. 

• Accountable for ensuring strong compliance to SOX/ISO regulations and Agilent Standards of Business Conduct.

• Executes Strategic Intent and implementation of the organization/ business strategic plan. Works closely with Global Functions to ensure strong alignment and delivery to meet regional strategies. Direct design, development, and implementation of organization programs.

• Leads the Organization to meet the high standards expected related to Customer Satisfaction/ACX, Employee Satisfaction/LS, Service Level Agreement/Turn Around Times, and responsiveness to inquiries, operational and financial metrics and upholding policies & procedures. Drives a culture of collaboration, focus and customer intimacy.

• Plans, organizes, directs and controls the activities and resources required to provide innovative business solutions to the defined businesses partners and customers.  Builds a culture of innovation and drives changes that improve the effectiveness and efficiency of the organization to meet customer and business goals.

• Responsible for upholding and driving Agilent’s culture & core values to build a sense of community within the operation and partner organizations.

• Executes plans to ensure the organization has the individual and overall capabilities meet future operational needs and builds a culture where employees are engaged & committed.

• Collaborates with Business Partners in Finance, Order Fulfillment, Sales and other functions to solve problems and provide efficient and streamlined best-in-class service to Agilent’s customer.

• Ensures progressive expansion of the organization´s scalability and steady productivity gains.

Qualifications

• Bachelors or Master Degree or University Degree or equivalent plus demonstrated industry experience integrating the resources of several complex departments or functions

• Typically has 5 years of managerial experience

• Demonstrated ability to lead and transform multi-national organization, build motivated and engaged teams, and sustaining a positive work culture

• Experience in setting a clear and aligned organizational vision

• Demonstrated ability to define and execute strategic plans

• Established track record to define and implement strategies and programs that benefit your area of expertise

• Demonstrated ability to collaborate cross-functional to improve processes and provide critical problem resolution

• Experience working in an audit environment governed by SOX, ISO, and other audit regulations 

• Proven ability to lead large teams and ensure operational excellence across the entire organization

• Customer Services/Operations experience preferred 

• WW or strong Regional experience preferred

• Excellent verbal and written communication skills

• Experience to manage a multi-national team

Attributes:

• Strong in conflict / confrontational management

• Self-drive; display urgency

• Tenacious

• Strong inter-personal skills; Balance between being empathetic and getting things done

• Clear, impactful communication

• Team / Talent development and management - Build a diverse team with the critical skills for current and future business needs

• Encourage strategic thinking, innovation and action from team

• Proficient in software (Microsoft suite, Power BI, Generative AI) with the ability to build insightful dashboards & reports, automate workflows and support data-driven decision making.

About Us
Abeam Consulting is a global professional services company that specializes in delivering business transformation and technology solutions to clients across a wide range of industries. With a global presence and over 7500 employees worldwide we aim to be the transformation partner of choice for all of our clients.

About the Team

The Enterprise Transformation (EX) team is the current SAP Partner of the Year for Singapore and also SAP’s Regional Strategic Partner. The EX team is continuously looking to build its capabilities and competencies in line with SAP’s regional strategy and in working with our clients both old and new on their transformation journey.

Job Title: SAP ERP Service Delivery Manager

Job Description: SAP ERP Service Delivery Manager is responsible for overseeing the delivery of SAP services to clients, ensuring high levels of customer satisfaction, and managing the performance of the service delivery team. This role involves coordinating with various stakeholders, managing budgets, and ensuring that service delivery processes are efficient and effective.

Pre-requisites requirement:

• Must have experience in managing SAP ERP AMS projects.
• Must be equipped with any SAP modules (with certifications) and deep knowledge in any modules, e.g. FICO, HCM, SD, MM, WM, PP, EWM, etc.
• Must have experience in supporting pre-sales. Able to engage and manage customer independently.
• Must have experience in S/4HANA support.
• Logical and structured thinking.
• Motivated to learn new technology.
• Cloud experience.

Responsibilities:

• Oversee the delivery of SAP services, ensuring they meet client requirements and are delivered on time and within budget.
• Act as the primary point of contact for clients, addressing any issues or concerns and ensuring a high level of customer satisfaction.
• Lead and manage a team of service delivery coordinators, process analysts, technical leaders, and engineers.
• Track and report on service delivery performance, using key performance indicators (KPIs) to identify areas for improvement.
• Identify and resolve any issues that may impact service delivery, working closely with technical teams to implement solutions.
• Manage the budget for service delivery, ensuring that all services are delivered cost-effectively.
• Implement best practices and continuous improvement initiatives to enhance service delivery processes.

Requirements:

• Must have more than 10 years of relevant experience in any SAP modules with 4 years as a Service Delivery Manager
• Strong background in any modules, e.g. FICO, HR, SD, MM, WM, PP, EWM, etc.
• Has experience in S/4HANA or cloud implementation
• Motivated to learn new technology
• Working in tight deadlines and short notice is very common
• Readiness to learn and deliver additional modules

Why Join Us
At Abeam Consulting, we place a strong emphasis on collaboration, and helping our employees grow and develop their skills, offering a supportive and empowering work environment. With a presence in multiple countries and a diverse range of clients, Abeam Consulting offers an exciting and dynamic workplace for individuals looking to build a career in consulting. Abeam Consulting has also recently joined SAP’s regional strategic partner initiative as their first regional partner in the region and has also been recognized by UiPath as a Diamond Partner in providing RPA solutions. With such accolades, we aim to continue driving enterprise and digital transformation initiatives in order to transform the way people work and communicate in the digital age. In addition, our industry team is working tirelessly in order to bring more solutions to the banking and finance sector.

Reporting to the Director for Social Healthcare Programme, the Centre Manager (CM), Social Healthcare is entrusted with the responsibility to lead in the strategic directions, manage the manpower and oversee the daily operations of the assigned Eldercare Centre to fulfill its intended purposes as stipulated by the funders and LBSA.

Responsibilities:

A) Management Role

• Staff Management - Recruit, Manage, Deploy and Develop of Centre staff
• Management Reporting – Provide timely reports to Senior Management, including Management Committee members.

B) Strategic Planning

• Community Outreach - Develop Community Outreach Plan and educate seniors about Active Ageing Programme
• Relationship Management - Develop strategies for asset mapping, fortify existing relationships; identify new community partners, engage and build relationship to garner their support to serve the seniors.
• Volunteer Management - Overseee, recruit, train and develop Volunteer Management Plan

C) Centre Operations

• Key Performance Indicators – Maintain close monitoring of the given KPIs, implement measures to manage volunteers and seniors recruitment, retention and participation data at stipulated timeframe.
• Serving Seniors – Formulate customized guidelines to serve the needs of the seniors; take lead in handling challenging service users
• Community Outreach – Guided by the Master Community Outreach Plan, take lead in the implementation, review and evaluation of the plan.
• Relationship Management - Take lead in engaging community partners, build effective and sustainable partnerships with them to serve the needs of the seniors.
• Programmes and Activities - Lead in regular reviews, planning, implementation and evaluation of programmes.
• Recruitment of Members - Plan promotion and advertisement of AAC programme to seniors in designate blocks on a regular basis
• Volunteer Management - Identify suitable volunteer roles to engage clients or from external individuals to contribute in
• Financial Reporting - Adherence to planned budget, checks and controls and prepare reports in a timely manner,

D) Other Duties

• Any other responsibilities as assigned by Executive Director/HOD/SCM

Requirements:

• Degree or Diploma in the field of Social Sciences (i.e. Social Work/ Gerontology) preferred
• At least 5 years of experience in direct operational roles such as running a social service-related Centre (preferably in the area of Eldercare)
• Prior supervisory experience, with at least 2 staff reporting to him/ her
• Strong stakeholder management skills, able to develop and build relationship with wide variety of community partners
• Strong interpersonal skills, a team player, yet able to work independently.
• Strong communications skills, preferably bilingual.
• Dynamic, quick thinking, adaptable and responsive to change.

For NIQ’s Customer Success team, our customers truly come first.  We elevate the customer journey, drive retention, and help our clients grow—fast. If you’re passionate about creating standout experiences, this is your place.  

About the Role 
As part of our local Consulting team, you will collaborate with multiple internal teams and work directly with top FMCG clients—translating retail measurement and consumer panel data into powerful insights that drive decisions and unlock growth.  You will become a trusted advisor, gaining a deep understanding of each client’s business, priorities, and challenges. With this knowledge, you’ll identify unmet needs, spot opportunities, and strengthen relationships that boost customer ROI and satisfaction.  

What You’ll Do 

• Build and maintain ongoing relationships with the identified key persons within the client organization 
• Increase NPS and ensure clients gain maximum value from NIQ data and capabilities 
• Drive adoption of NIQ tools and solutions 
• Acts as Voice of Costumer ensuring client needs are being met by the appropriate internal NIQ teams 
• Build and maintain relationships with other NIQ support teams to ensure quality and timely service levels are exceeded, in order to transform customer experience 
• Address potential client roadblocks and challenges by collaborating with internal NIQ stakeholders 
• Lead Joint Business Plan process and be accountable for identifying and aligning customer objectives, defining and tracking success, defining strategic service delivery elements of Joint Business Plan and customer ways of working.  Collaborate with other commercial functions to incorporate analytic and data quality elements into Joint Business Plan 
• Use your industry and product expertise to deliver high‑impact insights across NIQ product solutions 
• Collaborate with insight partners across NIQ to bring forward thought‑provoking market, and category trends 
• Identify opportunities for growth and pass leads to our account development team 

Why Join Us? 
You’ll be part of a forward‑thinking team that’s modernizing the client experience, shaping industry insights, and helping leading brands make smarter decisions every day. 

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

Job Summary

We are looking for a seasoned Service Delivery Manager to oversee the reliable operation, maintenance, and ongoing enhancement of IT systems and services. This role is accountable for managing service teams and vendors, meeting service level commitments, and ensuring systems remain secure, stable, and highly available.

Mandatory Skill-set

• Degree in Information Technology, Information Systems or Computer Science;
• At least 5 years of relevant hands on experience in service delivery, leadership experience and project management;
• Must have experience in IT System Operations & Maintenance (O&M);
• Must have hands-on knowledge and application of ITIL framework;
• Proven team leadership and stakeholder management skills;
• Experience in managing SLAs, vendors, and service performance;
• Strong problem-solving, proactive, self-driven mindset with strong ownership and accountability;
• Excellent organizational skills with a customer-focused and continuous improvement approach.

Desired Skill-set

• SCRUM, ITIL and PMP certifications are an added advantage.

Responsibilities

• Lead, coach, and develop a Level 1 & Level 2 support team, fostering a collaborative and performance-driven culture; 
• Oversee daily IT system operations, ensuring compliance with security, safety, and operational standards; 
• Plan and manage preventive maintenance, system changes, service requests, and corrective activities; 
• Maintain accurate IT asset tracking, documentation, and audit-ready records; 
• Manage third-party vendors and subcontractors, including contracts, performance reviews, and service delivery quality; 
• Monitor SLAs and service performance, driving continuous improvement initiatives; 
• Act as the primary customer and stakeholder contact, managing budgets, costs, and timely issue resolution.

Should you be interested in this career opportunity, please send in your updated resume to apply@sciente.com at the earliest.

When you apply, you voluntarily consent to the disclosure, collection and use of your personal data for employment/recruitment and related purposes in accordance with the SCIENTE Group Privacy Policy, a copy of which is published at SCIENTE’s website (https://www.sciente.com/privacy-policy).

Confidentiality is assured, and only shortlisted candidates will be notified for interviews.

EA Licence No. 07C5639

1. Customer Service - Assistant Manager (Import)/5.25 day /Up to $5000 @Alps Ave

• Manage airfreight including booking, import/export documents, customs clearance, billing etc

• Contact point for customers i.e import/export shipments, updates, inquiries, resolving issues.

• Liaise with airlines, ground handling agents, trucking partners, and customs authorities.

• Monitor and ensure compliance with SLA, KPI, and internal operational procedures.

• Handle high-value shipments, resolving delays, documentation discrepancies or customs queries.

• Recommend process improvement, maintain shipment records, reports & regulatory documentation.

• Support and guide junior staff in airfreight forwarding procedures, shipment documentation etc

• Escalate unresolved /operational issues to management, ensuring appropriate follow-up.

• Must has knowledge in using CargoWise software.
  

  
  Interested applicants, send in your updated resume by clicking “Apply Now”.

  Lin Weikang
  EA Personnel No: R21102570
  EA License No: 23C1894

The Platform Support Manager owns the performance, effectiveness, and evolution of the Platform

Support function. This role is accountable for leading the team end-to-end: people, performance,

stakeholder relationships, and case management outcomes.

The role requires a hands-on leader who takes full ownership of support delivery, builds strong

partnerships with internal stakeholders, and drives continuous improvement through process, data, and

technology — including the adoption of AI and automation where appropriate.

Duties and Responsibilities:

• Own the Platform Support (L1) team’s performance, engagement, and development.
• Performs the day-to-day management and operational duties, supervising the Platform Support team
• (L1).
• Identify and develop Team Goals and Key Performance Indicators (KPIs) and communicating them to
• the team.
• Provides regular coaching and KPI reviews to teammates to ensure procedural and performance
• compliance.
• Set clear goals, expectations, and accountability across the team.
• Lead hiring, onboarding, training, and ongoing capability development.
• Collaborates to develop, measure, and document potential improvements on the process workflows.
• Collaborate with Internal Stakeholders to discuss key improvements or problems for the operations
• and platform.
• Rallies L1 teammates to achieve company goals through discussing goals and identifying impacts for
• both internal and external stakeholders.
• Foster a culture of ownership, continuous improvement, and customer focus.
• Reviews teammate timesheets, attendances, and full-time equivalents (FTEs).
• L1 Work-Force Management (WFM) - develops and modifies schedules to ensure work-force coverage.
• Sets deadlines for key Ad-Hoc Tasks required to be completed by the L1 Team.
• Discusses operational and procedural changes to the L1 team to help ensure compliance and
• application.
• Holds regular meetings with L1 and other internal stakeholders/teams to collaborate on company goals
• and issues that need to be addressed.
• Acts as an Escalation point to the team & internal stakeholders
• Perform and oversee quality assurance on cases and drive corrective actions where needed.
• Build trusted relationships with Product, Engineering, Service Management, and other operational teams.
• Translate business and platform changes into clear operational actions for the team.
• Champion the use of data, automation, and AI to improve efficiency, quality, and customer experience.
• Document and maintain SOPs, ensuring consistency and scalability.

• Must have at least 3 years of experience on ShipServ Support Process or equivalent domain knowlege
• Must have at least 3 years of management background
• Strong attention to detail, organized, ability to multi-task & to work independently.
• Excellent communication skills; both oral and written
• Leadership, Delivering Feedback and Coaching Skills
• Can build and maintain a positive relationship with clients and internal stakeholders
• Excellent communication and analytical skills
• Customer-centric mindset with high standards for quality and accountability
• Proficient in Microsoft Office applications especially Outlook, Excel, Word & PowerPoint.
• Strong people management skills