Manager / Assistant Manager (Service Policy and Leadership), ServiceSG Public Service Division [...]
2 weeks ago
What the role is:
The Singapore Public Service wants to transform the service experience for citizens receiving public services. Our ambition is to transform the current citizen experience of public services, from one of having to navigate across different functional agencies to get things done, to an experience of the public service “knowing, understanding and interacting with me as One”. ServiceSG, a department within PSD, has been set up to champion integrated public service delivery. It works with different agencies across the public service to integrate over 400 services around key moments of life of citizens, and serve citizens in an integrated way, through a central omni-channel service delivery system comprising a digital platform (“LifeSG”), a network of physical service centres at Community Centres and libraries (“Integrated Public Service Centres”) and a central call/contact centre. ServiceSG will work to establish an integrated data, digital architecture and clear inter-agency operational processes so as to drive the omni-channel WOG service delivery at the front end.
What you will be working on:
The Service Policy and Leadership team within ServiceSG helps to strengthen the development of the service functional domain by uplifting service policies and standards, implementing service leadership and workforce development programs, building IT tech enabling infrastructure across whole of government and fostering a service excellence culture. You will get the opportunity to be involved in any of the exciting pilots and initiatives to transform our citizens’ experiences.
Key Responsibilities:
Establish and Implement Progressive Service Policies, Standards, and Best Practices:
You will be exposed to research and benchmarking methodologies to recommend leading service practices and new service delivery models. You will re-examine and refresh service delivery policies and standards to ensure that the public service maintains our service commitment to citizens. You will also work with various agencies to uncover best in class practices, and ensure it is shared across agencies for re-application.
Service Quality and Performance Management:
You will design and implement mystery shopping and other relevant initiatives to assess the quality of service delivery across key government touchpoints and analyse the results to identify areas for improvement. You will collaborate with various agencies to implement the required improvements and monitor progress.
Data Analytics and Insights:
You will formulate ways to obtain a 360-view of citizens’ satisfaction of public services by obtaining and analysing various datasets available and how these could be synthesised to provide a systems-view of the performance of the service delivery sector. You will also be involved in analysing this data to uncover trends and gaps and propose solutions and recommendations to close these gaps.
Talent Developer:
You will design, develop and implement talent development programmes to uplift and professionalise service officers, in the area of service capabilities. This involves identifying suitable career pathways for service officers and putting in place appropriate developmental interventions for them to grow. You will also be looking at leadership development planning and related initiatives for the Service community.
What we are looking for:
We are looking for motivated individuals who can work autonomously in a fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes.
Key Competencies Required:
Service Strategy and Policy Planning:
Develop and maintain service-related policies, plans, schemes and activities to achieve outcomes in line with the service vision, by ensuring policies are easily understood, and designed in a way that translates to simpler operations. Identify trends and emerging needs to feedback into new policy design.
Thinking Clearly and Making Sound Judgements:
Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
Working Effectively with Stakeholders:
Able to work closely with other Public Service agencies to drive the service transformation initiative and achieve better coordination and seamless integration of technology and processes. Influence and get agencies to see beyond their individual agency’s missions, towards a collective purpose of seamless service delivery for the citizens. To achieve this, you should possess the ability to communicate effectively through written and oral presentation.
Creative Thinking and Problem Solving:
Contextualise and apply design methodologies and processes to uncover insights and solve specific service-related challenges. You would be required to demonstrate creativity in generating solutions to complex issues.
Prior experience in customer experience, policy and planning or the service industry would be advantageous as you drive the seamless integration of citizen services delivery across the Public Service.
About Public Service Division:
The Public Service Division (PSD) aims to build a first-class Public Service for a successful and vibrant Singapore. We do this through public sector leadership development, capacity and capability building and the promotion of quality services at all levels of the Public Service. We are looking for outstanding candidates with the vision and passion to contribute to help shape Singapore.
Why Join Us:
When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well-being and partner you in your career growth. Being in the business of developing People and driving transformation makes our work deeply Purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans. If you share our passion in reimagining the Possibilities and pushing boundaries to shape a first-class Public Service, we welcome you to join us
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