JOIN OUR TEAM
At HomeTeamNS, we are driven by passion. We are looking for dynamic individuals to join us in our mission in honouring Home Team NSmen for the roles they play in ensuring a Safe and Secure Singapore. Join us on a challenging and rewarding experience!
OPEN POSITIONS
Manager, Customer Experience
Work Location: HomeTeamNS
Job Overview
To effectively improve members’ experience and loyalty through shaping of organization’s service practices, disciplines, ideas and culture.
Job Responsibities
Drive, implement and sustain Customers’ Experience strategies and initiatives across the organization.
Work closely with key stakeholders (including partners) to develop members’ experience touchpoint maps to ensure that service standards are aligned to the organisation’s service direction and focus.
Analyze relevant data from customer feedback channel and identify improvement opportunities and coordinate with related departments/parties to address these gaps.
Continually review and evolve the collection of processes The Organization uses to track, oversee and organise every interaction between members and The Organization throughout the lifecycle, liaise with relevant departments to champion change and lead prioritised service delivery improvements.
Influence senior stakeholders and staff to support and deliver proposed improvements via the appropriate channels and processes.
Utilise technology and tools to measure improvements over time.
Coach and lead individuals to achieve customer service performance objectives.
Identify performance gaps to understand what serving training is required and which coaching methods to adopt.
Provide information on initiatives and changes, formulate and conduct company-wide customer experience training master plan and programmes.
Conduct service orientation for new hires, clubs’ vendors and contract service staff.
Determine measurements to ascertain service training effectiveness.
Manage service-related initiatives, such as mystery service audit; customer feedback system and service awards.
Ensure compliance with procurement procedures.
Job Requirements
Degree / Higher Diploma in Customer Relations & Service Management or related fields
Proven experience in customer experience
Ability to analyse customer metrics and identify creative solutions
Good conflict management and influencing skills
Demonstrate high personal standards
Possess good communication and interpersonal skills
Service-oriented and has passion in building strong customer relationships
Must be prepared to work irregular hours, including weekends and public holidays.
Executive, IT (Project Supports)
Work Location: HomeTeamNS Khatib
Job Responsibities
IT Projects Management
Collaborate with stakeholders to identify business needs and translate them into technical requirements.
Responsible for providing regular project status update (meeting and status report submission and updating) to the respective stakeholders and Management.
Ensure compliance with Project Management and Procurement procedures as set out in the Standard Operating Procedures for Project Closure, Handover, Audit.
Coordinate with vendors and internal teams (e.g. infrastructure, security, business units) to deliver changes on time and within budget.
Application Support & Operation Efficiency
Provide day-to-day support for business applications, troubleshooting issues and ensuring minimal downtime.
Provide Level 2/3 support for business applications including incident triage, root-cause analysis and resolution within SLA.
Support mobile applications, self-service kiosks and online booking platforms for clubhouse facilities.
Monitor application performance, integrations, jobs/batches, interfaces and data quality.
Monitor system performance, troubleshoot issues and drive continuous improvement to enhance reliability, efficiency and scalability.
Maintain configuration, master data, roles/permissions and workflows in line with governance and audit requirements.
Identify automation opportunities to reduce manual processes and improve service delivery.
Continuous Improvement
Identify process and system optimisations; maintain backlog and roadmap aligned to business priorities.
Track KPIs and recommend improvements to reduce incidents and improve user satisfaction.
System Integration
Ensure seamless integration between business applications (e.g. membership systems with mobile application).
Collaborate with vendors in maintaining compatibility with third-party services and payment platforms.
Governance, Security & Compliance
Adhere to ITIL processes (Incident, Problem, Change Management) and internal SDLC controls.
Maintain data governance standards in ensuring data accuracy, integrity and compliance (e.g. audit, PDPA).
Support audits (internal/external), remediate findings and maintain compliance with relevant policies and regulations.
Others
Assist the IT Manager in strategic planning and budget allocation for business application systems.
Assist in the development of disaster recovery and business continuity plans for HometeamNS’s business application systems.
Job Requirements
- Minimum Bachelor’s degree in Information Technology, Computer Science, Information Systems or related field.
- 2 to 5 years of hands-on experience in business application system analysis, system support or IT project management.
- Strong understanding of Customer Relationship Management (CRM), Booking portals, Mobile Application and other enterprise business applications.
- Experience with Software Development LifeCycle (SDLC), testing and Change Management.
- Experience with reporting/BI tools (eg Power BI, Tableau) and data governance.
- Ability to manage multiple projects and meeting deadlines in a fast-paced environment.
- Strong problem-solving, analytical skills and report writing with attention to details.
- Effective communication skills and stakeholder management across business units IT and vendors.
- Ownership mindset and delivers reliably with urgency and quality.
- Collaborative, adaptable and continuous improvement oriented.
- Strong Vendor Management skills
Preferred Certifications:
PMP, PRINCE2 or equivalent project management certification.
Agile/Scrum
ITIL
SSCP / CISSP
Executive, Operations
Work Location: HomeTeamNS Bukit Batok
Job Overview
Plan, organize and control the operations of the Clubhouse. Responsible for general maintenance, housekeeping, security, disciplinary matters and operational efficiency of the Club.
Job Responsibities
Establish and manage all issues pertaining to long or ad-hoc service contractors, and any external agencies relating to Club Operations.
Ensure tight control of Club Operations in areas such as policies / procedures / disciplinary / adherence
Manage the Facility Management service providers and measure their work and quality performance in accordance with the contract.
Ensure Service Quality and Performance Standards in housekeeping, security and facility maintenance.
Ensure compliance to established procedures, guidelines and policies to ensure efficiency of Club Operations.
Formulate instructions and policies on use of space by vendors and service providers
Establish and ensure adherence to relevant standards through regular inspections to maintain operational efficiency.
Plan and maintain an efficient registry and filing system for the Operations department. Ensure proper documentation of repair, maintenance and servicing history for all facilities, systems, services and building defects.
Manage the department’s budget and exercise expenditure controls for the Clubhouse.
Ensure general upkeep and maintenance of facilities. This will include proper maintenance and servicing of all equipment to uphold full functionality and efficiency in all areas.
Ensure that all planned maintenance works (either by in-house or service contractors) are completed according to schedule and satisfaction. Downtime should be kept to a minimum.
Ensure tight control at all HomeTeamNS’ operated facilities in areas of policies/procedures/administrative and financial adherence.
Continually monitor, assess and recommend steps to improve and attain operational efficiency.
Perform maintenance work analysis and preventive maintenance checklists.
Review the Clubhouse Operations Manual and its standard operating procedures (SOP).
Ensure control and compliance of service contractors’ scope of work and assigned duties.
Coordinate and attend all progress/ performance meetings with service contractors.
Handle Tender(s) or Quotation(s) exercises for service contractors as and when necessary. Ensure adherence to HomeTeamNS’ finance and procurement procedures.
Conduct contractor performance evaluation every six months or whenever required.
Work in tandem with the Property and Estate Management Department in overseeing any upgrading works at the clubhouse.
Ensure that all permits required for the Clubhouse are in accordance to statutory requirements.
Assist in the formulation of workplan/budget for each financial year and implement approved annual workplan tasks.
Prepare / assist in preparing reports and / or proposal papers to Executive Committee for approval for matters pertaining to Operations.
Conduct in-house training for staff, housekeepers or security officers to upkeep service standards where necessary.
Assist in events organized by the Club on a need basis and at Association level.
Any other tasks as and when assigned by the Clubhouse Manager.
Job Requirements
Minimum Diploma in Facility Management, Engineering, Business Management or any related field.
Preferably have relevant experience in clubhouse/hospitality industry or similar industry.
Proficient in MS Office, databases and SAP.
Must possess good leadership with strong project management skill and contract management skills.
Able to multi-task, handle stress and work with people of all levels. Possess good management/organizational skills.
Good interpersonal, social, verbal and written communication skills.
Meticulous, reliable and demonstrate high integrity.
Must be prepared to work irregular hours, including weekends and public holidays.
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