SAFRA has always been an unwavering advocate for our National Servicemen. That said, it is important that we extend this appreciation to individuals who go the extra mile at SAFRA to make every patron’s visit a happy and memorable one.
Following the recently-concluded 2024 Excellent Service Awards (EXSA) that recognises individuals who have delivered exceptional service, NSMan chats with two extraordinary award recipients from SAFRA: Senior Lifeguard Kevin Lim from SAFRA Yishun, and Senior Customer Services Officer Jumadie Bin Yaacob from SAFRA Punggol, who both received the prestigious EXSA Star Award.
Senior Lifeguard Kevin Lim – Huge heart, bigger smile
Upon first meeting Senior Lifeguard Kevin Lim, it is clear to us why he is a recipient of this award. He approached the entire team with a wide grin, gave each of us a firm, welcoming handshake, and made it a point to remember all our names.
Kevin has always been a standing testament of the power of a sincere smile and a welcoming demeanour. “It is important to me that SAFRA swimmers and patrons alike enjoy an experience that is both positive and of course, safe!” says the lifeguard of 15 years and counting.
Do not let his carefree countenance fool you; the job is a huge responsibility that demands unceasing vigilance and proactive responsiveness. Every single day, Kevin keeps a watchful eye for potential hazards and ever-changing water conditions, never letting his guard down for a single moment. “It is with this focused approach that I can respond swiftly if anything comes up,” he reflects.
For this veteran lifeguard, this need for prudence and alertness is, really, part and parcel of a regular day, for he has embraced his job’s more solemn duties. “As a lifeguard, its about dedicating ourselves to the safety and well-being of others, no matter the circumstances,” he shares, continuing that “it is about putting others’ needs first and being accountable for your actions, both in everyday situations and when an emergency arises.”
And according to Kevin, these aforementioned emergencies can manifest in more ways than one. “A couple surprised me one day when they approached me, distraught and panicking. They could not find their 5-year-old child!” he recounted, “They had left him in the shower room to wash up, only to find out that he was missing shortly after.”
Time was of the essence, and immediately, he activated his team as well as SAFRA’s security officials to assist in the search. Having found out that the family lived near the club, he instructed his search party to scrutinise video surveillance tapes while Kevin retraced their usual route that led them home. “We found him at his apartment block waiting at its void deck, thankfully, no worse for wear,” he recalled.
The intensity of his role notwithstanding, there are joyful moments that make it all worthwhile. The playful banter he shares with members, and the community of swimmers that he considers a second family – these make up the heart that fuels his passion for the job. “Over the years, many of the members have become friends. It is also heartwarming to watch their children grow up, from guiding them through their first dip into the water to becoming the confident swimmers they are today!” he muses.
A husband and father himself, Kevin understands how support and love from family can go a long way. “Thank you all for always being there for me, through the ups and downs. Your support means the world to me, and I’m grateful for everything. I’m fortunate to have such a strong and supportive family.”
Senior Customer Services Officer Jumadie Bin Yaacob – Compassionate, committed and calm
This isn’t the first time that this ever-jovial go-getter has been recognised for his effervescence. In 2022, he received his first EXSA, with his professional motto being “always make sure to smile.” Two years later, he’s still smiling, brighter and wider than ever, especially after bagging his 2024 EXSA Star Award!
This time however, he pairs his bubbly countenance with a refreshing air of confidence and readiness that can only be cultivated through experience. “I always try to stay focused on the bigger picture. This accolade is a reflection of the work I’ve put in, but it’s also a reminder that there’s always room for growth and improvement,” he emphasises as he introspects on his eight years at SAFRA.
While a great smile goes a long way, Jumadie knows that composure and poise give that extra push. “The very first interaction with the club members and patrons is crucial because it sets the tone for our relationship. The impression should not just convey warmth, but also a reliable sense of professionalism,” he shares. “I want them to walk away knowing that our interaction as well as the experiences it brings matters a lot to me.”
To this EXSA recipient, service is a rich blend of empathy, attentiveness, reliability and perhaps, even a hint of spontaneity! He fondly remembers a unique occurrence that happened last year, when a mother reported a lost mobile phone to a club security guard. As she was making the report, she mentioned that it was her daughter’s birthday that day and they were supposed to head for a dinner appointment. The security staff collaborated with Jumadie to present a cake, and together, serenaded the member’s daughter with a rendition of Happy Birthday. Jumadie shares a letter of appreciation written by the mother who expressed her gratitude for the SAFRA Punggol team: “Thank you for creating this special moment for my daughter! The staff has just been amazing, celebrating her birthday and making the most out of what was otherwise, a very unfortunate day!”
While Jumadie has always proven himself to be an excellent team member, he recently had the opportunity to showcase his leadership skills. “I had the chance to lead a team whose objective was to improve customer satisfaction at our clubhouse. I’m thankful for my network of colleagues and mentors who have encouraged me to stay positive when faced with difficult situations,” he shares.
So, what lies in the future for Jumadie? Following his stint as a group leader, he hopes to take on more responsibilities as a leader and mentor. “I want to volunteer for more leadership roles in upcoming initiatives, and maybe even attend a leadership development workshop to expand my existing skill set,” he muses, hopeful for a more vibrant year ahead.
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