Assistant Manager / Manager, Institute for People Development (Service Experience)

About Certis

Certis is a leading outsourced services partner that designs, builds, and operates smart, integrated solutions across security, facilities management, and customer experience. Headquartered in Singapore, with a growing presence in Australia and Qatar, we harness the power of technology, from AI to robotics, to deliver critical services that protect lives and enable communities to thrive.

At Certis, your work has purpose. You’ll be part of a mission that goes beyond operations, shaping safer, smarter, and better outcomes for people and businesses. We offer diverse career pathways, invest in your growth, and empower you to make a meaningful difference.

If you’re ready to build the future, your journey starts here with us.

Life at Certis

• Power a Smarter, Safer World with Tech: We build purposeful solutions that serve, protect, and empower—driven by trust, powered by people.
• Shape the Future: Take charge of your development and offering diverse opportunities across roles, borders, and technologies. Work alongside leaders who invest in your potential, and a culture that will take you further.
• Where Purpose Meets Possibility: From safeguarding communities to shaping smarter, more sustainable futures, we’re committed to creating long-term value, not just for our customers, but for society and the environment.

Duties & Responsibilities

Job Purpose:

The Assistant Manager / Manager, Institute for People Development (Service Experience), plays a pivotal role in shaping and driving Certis’ customer service strategy. Partnering with business units and external stakeholders, the role designs and implements robust customer service frameworks, optimises service journeys, and leads capability-building initiatives to deliver world-class service excellence. As a change leader, the Manager inspires and engages front-line teams, supervisors, and managers to consistently deliver outstanding experiences that differentiate Certis at every touchpoint

What You'll Do:

• Design & Optimise Service Journeys – Lead the mapping, analysis and enhancement of end-to-end customer and stakeholder journeys, applying design thinking to ensure human-centric and seamless experiences.
• Develop & Implement Service Frameworks – Establish and drive service standards, guidelines, and processes that ensure consistency while allowing flexibility for unique business contexts.
• Lead Capability Building – Design, deliver, and evaluate impactful training programmes that build service excellence capabilities across front-line staff, supervisors, and managers.
• Monitor & Elevate Performance – Track service KPIs, analyse customer and stakeholder feedback, and implement improvements to strengthen overall service delivery and outcomes.
• Champion a Culture of Service Excellence – Act as a role model and change agent, introducing innovative practices and inspiring teams to embrace customer-centric behaviours and global best practices.

Skills & Experience

What You’ll Bring:

• Education – Bachelor’s degree in Business, Hospitality, Customer Experience, Training, or a related field. A WSQ Advanced Certificate in Learning and Performance (ACLP) will be an advantage.
• Experience – At least 5 years’ experience in customer service, service design, or training/facilitation, with a proven record of leading service transformation initiatives.
• Service Design Expertise – Strong capability in journey mapping, design thinking, and applying human-centric design principles to enhance customer and stakeholder experiences.
• Training & Leadership – Demonstrated ability to design and facilitate impactful training, while motivating and leading teams towards a service excellence culture.
• Collaboration & Innovation – Strong stakeholder management and project leadership skills, with the ability to drive cross-functional initiatives and introduce innovative, world-class practices.

Recognition & Reward

• Be part of a purpose-driven, values-led workplace that fosters collaboration, respect, and a culture of continuous growth.
• Enjoy a competitive remuneration package with performance-based incentives and eligibility for annual bonuses.
• Benefit from comprehensive medical and dental coverage, along with holistic wellness initiatives and dedicated mental health support.