Senior Manager, Quality Excellence & Design Thinking

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

What Quality Excellence contributes to Certis:

Quality Excellence is responsible for identifying and executing against performance improvement opportunities, supporting successful implementations within the enterprise, sustaining quality and excellence performance through standardization & consistency, and building people capabilities within Certis. This can be achieved using contemporary continuous improvement tools / methodology / framework such as Lean Six Sigma (LSS), Design Thinking, Digitization & Automation, Business Process Reengineering & Operations (BPRO) and Certis Service Delivery System (CSDS).

What the role will do:

The incumbent will assist corporate departments and Singapore Market business units in the institutionalization of the Quality Excellence culture (Design-Driven Culture and Continuous improvement culture) to achieve long term sustainability and organization goals.   The incumbent will act as a catalyst to drive changes across the organization.  

As the Senior Manager, Quality Excellence, the incumbent will lead the Design Thinking Program – from strategy formulation through to execution. This includes (but are not limited to) the following:

• Define business opportunities and translate insights into customer experiences. This includes ensuring a healthy project pipeline for the departments (i.e., meeting annual cost reduction targets), ensuring all projects meet ROIs and regulatory requirements, sustainable solutioning, and are properly approved and documented at different stages with the tollgate committee.
• Plan and facilitate workshops, working directly with our stakeholders (i.e., clients and their customers/users, stakeholders and cross-functional users) to analyze pain points, understand end-user needs, document user storyboards through both digital and physical environments, and co-create digital-native processes, products, platforms and experiences. This includes providing in-person/virtual trainings and workshops for all employees (i.e., from rank-and-file to senior leadership), ensuring that the organization speaks a common “Quality Excellence Language”.
• Engage with various levels in the organisation including C-level and Senior Leadership Team to obtain buy-in for proposed solutions and business outcomes
• Provide leadership, coaching and mentoring to the assigned departments and making certification determinations.  
• Promote Design Thinking as a business tool for innovation and improving customer experience.
• Instill continuous improvement mindset through working with key stakeholders to establish, review, and analyse the Key Performance Indicators that forms the fundamental of prioritizing and solving the problems at strategic level. 

Skills & Experience

Education:

• Bachelor of Science in Design, Innovation, Quality, Technology or Engineering related field is preferred

Experiences: 

• Minimum of 5 years of Lean Six Sigma experience with hands on experience - Planning, Implementing, Coaching and Mentoring
• Minimum of 3 years of Project Management, Performance Improvement, and Business Management related experience
• Substantial knowledge of design thinking and human-centered design, design-thinking instructor certification and practice is an advantage

Skills

• Be a highly skilled group facilitator with a wealth of experience leading multi-disciplinary groups through such activities as strategic planning, journey mapping, issue resolution, brainstorming and requirements gathering/definition.
• A pro-active, independent and result-oriented individual with passion and time management skillsets will excel in this position

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.