SWAT Mobility – Services Manager / Solution Service (Operations Management / Customer Support)

Your Role

As part of our expansion plans, we are looking for a Solution Service Professional/Specialist. Being a key player of a dynamic team, you will join and play an important role in building the Regional Shared Services team which largely supports BAU (Business As Usual) projects. Services includes:

• Transit and Mobility Technology Operations
• Transportation and Logistics Field Operations Management
• Customer and Passenger Service
• Reports and Analytics
• Finance and Commercial Management
• Vendor Management
• Training*

This position is part of a newly evolving team seeking to bring value to our existing customers. Scope and responsibilities will evolve. The ideal candidate must be passionate about Customer Experience and Support while having the aptitude to build and manage Regional Programs within the Services team.

Responsibilities

• Key stakeholder within the Shared Services team and assists the Head of Solution Services to build and manage global/regional services programs and processes
• Co-leads process and service audits to maintain service standards
• Co-leads and builds the Shared Services team for SWAT’s next growth stage including but not limited to:
  • Hiring new team members and establishing the Regional Customer Support and 24/7 Operations team
  • Participate in the formulation, implementation and management of customer service excellence, processes, service standards, work plans, implementation and review specifications
  • Daily management of Transport and Logistics Operations Services feedbacks from passengers, partners, customers, drivers and project stakeholders
  • Ensuring the team meets both internal and external Service Level Agreements (SLAs)
  • Communicate and coordinate with different departments to build tools and establish SOPs to ensure best in class service support for customers
  • Acts in a capacity of Global HQ function to maintain operational competencies and programs for all SWAT country teams
  • Ensure SWAT Transportation services run smoothly and achieve the required KPIs, including closely tracking driver, logistics/transport operations
  • Employ data analytics to aid decision making and formulating strategies
  • Manage reports to customers/authorities
  • Manage finance and administration for all BAU (Business as Usual) projects
• Vendor/Partner management
  • Ensure SWAT Transportation Services vendors run smoothly and achieve the required KPIs, including closely tracking drivers and operations
  • Sourcing the right vendors/transport and/or operators to undertake new projects
  • Build vendor/partner ecosystem and training programs
  • Provide daily oversight to vendor performance
  • Manage commercial and billing matters with vendors
• Collaborates with Sales, Delivery (Project Management), Product and Technical teams in Go to Market Strategies, Process Alignment and Deliverables
• Other ad-hoc duties as assigned on a day to day basis

Qualifications

• 4-8 years of related experience for candidates with a Bachelor’s degree from a recognised university. 
• 
  
  • Good communication skills, and strong stakeholder management abilities. Confident to liaise with senior customer stakeholders right down to giving training to end users who might not be tech-savvy.
  • Proficient in both English and a second language is preferred.
  • Transport or Logistics operations management experience is preferred.
  • Experience in managing digital introduction/transformation projects is preferred.
• Proficiency or able to learn related software tools quickly (JIRA, Notion, Google Gsuite etc)
• Some experience of operations in the tech industry would be an advantage.
• Having formal hospitality/customer support training & experience will be an added advantage.
• Basic knowledge in SQL and intermediate knowledge on Microsoft Excel would be an advantage.
• Only eligible candidates will be contacted.

Other Information

Desired Skills:

• You are a strong advocate for Customer Experience and Support.
• Good time and resource management - We are managing projects across 7 countries, 24/7 and growing rapidly. You need to be able to plan your activities and prioritise your time effectively
• Strong communication skills - confident to speak with senior internal and external stakeholders, clients, operators and passengers.
• Independent – able to function independently in our growing team.
• Team player & effective communicator - Our team is lean. We need to work together closely, able to pick up the slack to ensure the smooth running of operations to get the job done. 
• Fast learner and technologically savvy - We are one of the few pioneers in Singapore in the demand response transport field. Being able to pick up new tools and tech-concepts quickly is a plus.
• Driven - We are one of the first few transit-tech providers in the market. Let’s define what success looks like.
• Cool-headed, patient - Many things can happen in the day. You need to be able to maintain the highest level professionalism during times of crisis and resolve issues calmly and objectively, even when under pressure.
• Responsible and persistent - We are a team of problem solvers. Operating at a high level of autonomy, you will be responsible for the outcome of your tasks. Little guidance is expected. However, when needed, the team is always behind you. All hands on deck!
• Passionate about customer success - Our customers are the lifeblood of our business!
• Hungry to learn and pick up new skills - Our company is evolving. The team needs to grow and adapt to these changes fast.
• Good critical thinking skills - Able to form a good judgement based on current facts. Able to decide when escalations are required, but also decisive to solve most issues independently.
• Good analytical skills, high attention to detail - Show appreciation for understanding our processes. We have a wealth of data available for you. Analysing these data will provide us with deep insights to our projects and enable us to reach optimal business decisions.