Assistant Manager/Manager, Service Management and Capability, CXD

Overview
What the role is: Description of Division/Branch:The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development (MSF)’s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meet our high standards.
What you will be working on
Brief description of Job Scope:We are seeking a dynamic individual to promote service delivery through capability building and training, and recognise service excellence through initiatives in MSF. Working with stakeholders, you will facilitate training needs analysis to identify gaps in service capability and training in fostering service culture throughout the organisation.
A. Service capability building• Foster MSF’s service culture by implementing comprehensive service delivery capabilities through targeted engagement programmes, structured onboarding processes, and skills-based training initiatives

• Coordinate and implement service delivery excellence recognition initiatives (e.g. Quarterly service awards and annual study trip) to reinforce high performance standards.
• Collect and analyse feedback data from multiple touchpoints to identify areas for service enhancement and capability strengthening

B. Digital Channel Management• Oversee CX intranet operations and maintenance, including:o Content management and regular content auditso Internal enquiry management through intranet chatbot o Analytics tracking and reporting

• Drive continuous improvements to Intranet user experience through interface design enhancements and usability optimisation
• Work closely with the corporate website team to integrate service culture elements, including recruitment messaging, service recognition collection from the public, and other feedback mechanisms for service improvement

C. Service innovation• Identify and evaluate innovative solutions and industry best practices to strengthen service delivery capability and training effectiveness (e.g. AI training bot)• Foster a culture of continuous improvement through systematic evaluation of service delivery methods and technologies
What we are looking for
Requirements:
A. Experience/Traits• Proficient in Microsoft Office Suite (Excel, PowerPoint) and collaborative platforms• Understanding of instructional design principles and adult learning methodologies• Interest or basic familiarity with machine learning concepts, natural language processing, or conversational AI systems• Stakeholder engagement and event management e.g. managing vendor relationships, develop timelines, and project deliverables to ensure successful implementation.• Confident in public speaking• Able to write well and articulate ideas and thoughts clearly in presentations• Fresh graduates are welcome
B. Service Attributes• Empathetic - Uses data and feedback to understand user needs and design user-centric solutions.• Professional - Manages multiple stakeholder relationships and technical projects whilst maintaining clear communication across all levels.• Resourceful - Identifies and implements innovative solutions to enhance service delivery capability.• Proactive - Anticipates service delivery improvements through regular monitoring of analytics, content performance, and emerging technologies.• Collaborative - Builds and maintains effective partnerships across MSF divisions, vendors, and government agencies to drive service excellence initiatives.
C. Functional Competencies• Service Workforce Capability Developmento Develop the skills and knowledge of the service workforce through various methods of learning and good knowledge management practices• Service Quality & Standardsso Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement• Digital Design & Managemento Develop, design and manage digital platforms and services to be user-friendly, customer-centric and reliable• Service Tech Innovation & Applicationo Use technologies to automate and deliver day-to-day service operations and improve work efficiency• Service Data Management & Analytics o Analyse data to draw insights that enable deep understanding of customer’s needs, while ensuring secured use and storage of data
About Ministry Of Social And Family Development
“We are Professionals with Passion for People”The Ministry of Social and Family Development (MSF) develops the “heartware” for Singapore through our policies, community infrastructure, programmes and services. Our mission is to nurture resilient individuals, strong families and a caring society that can overcome challenges together.We are committed and passionate in developing a strong social service sector, and play key roles in shaping the future of Singapore. Through these efforts, we hope to play a part in helping our citizens achieve their hopes and aspirations for themselves and their families.A career in MSF is a challenging and fulfilling one that allows you to make a difference in shaping the lives of Singaporeans. If you are driven and enjoy working in a fast-paced environment, we welcome you to be part of the MSF Family
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