Head of Customer Service
Core
Lead the Customer Services Department in Singapore, setting direction and driving a high-performance culture focused on service excellence for airline customers and internal stakeholders.
Role type
Senior leadership (Head of Department)
Builds
Customer service operations, continuity plans, and high-performing teams within the airport ground handling and travel services sector.
Domain
Aviation / Air Travel / Airport Operations
Required skills
Strategic planning, operational management, budget optimization, safety compliance, team leadership, stakeholder management, crisis management, innovation, cost control, workforce management
Preferred skills
Experience with outsourced labour optimization, technology-driven service delivery
Technologies
N/A
Responsibilities
Deliver consistent, high-quality service to airline customers and internal stakeholders; Manage operations within budget by optimizing workforce, equipment, and facilities; Ensure full compliance with corporate, local, and international safety standards; Develop and maintain departmental continuity plans; Build a high-performing team through training and assessment; Represent the company in external forums and committees; Lead the development and execution of short- to medium-term departmental plans; Drive innovation and cross-functional collaboration; Optimize the use of outsourced labour.
Seniority
Senior, strategic leadership