Monetary Authority of Singapore | Deputy Director

What the role is:
The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). As part of the current phase of PST, ServiceSG aims to transform the delivery of Singapore’s Public Service to be on par with leading global companies. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services in an integrated manner. 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 you as one, Serving you as one, and with Heart”. The Service Transformation & Planning (ST&P) team within ServiceSG leads the service transformation work for key citizen journeys. The team works closely with various government agencies and key stakeholders to redesign service delivery processes and implement the change management required to improve citizen-centricity in the Government’s delivery of services.
What you will be working on:
As the Deputy / Senior Assistant Director for ServiceSG Insights Practice, you will lead a team of analysts in harnessing ServiceSG’s complex datasets to identify service gaps, root causes and generate actionable insights to improve the state of service delivery and/or productivity for the service workforce. Your work will be instrumental in identifying prioritised service journeys to be transformed, supporting the development of data-backed service policies and transformation initiatives, and monitoring and enhancing service performance across ServiceSG and the service delivery sector.
Providing strategic leadership and direction:
You will set the strategic direction for the team’s CX data analytics initiatives, in line with organisational priorities. You will guide the team in executing high-impact data analytics projects that inform service transformation efforts and strategies, and in deepening our 360-degree omni-channel view of citizens. This includes overseeing the development and tracking of performance metrics to measure service quality and effectiveness of transformation efforts.
Overseeing data analytics projects, dashboards, and reports:
You will mentor and guide the Practice in its data analytics efforts, ensuring quality, reliability and implementability of insights. This includes overseeing the design and development of interactive Tableau dashboards, scoping topical deep-dives, translating complex findings into compelling data stories and seeking buy-in from stakeholders to drive action for prioritised service journeys across Whole of Government.
Driving data-informed decision making:
You will collaborate with senior leadership to integrate data insights into strategic decision-making processes. This includes proposing and implementing new analytical frameworks to assess the impact of service interventions, and translating complex findings into actionable recommendations that inform organisational priorities.
Fostering innovation in CX data analysis and visualisation:
You will stay abreast of the latest developments in data science and CX analytics, driving the adoption of new tools and techniques to enhance the team’s capabilities. This includes leveraging emerging AI tools for quicker and more precise sensing of cross-cutting issues, and continuously improving our approach to CX analysis.
Cultivating partnerships and champion data-driven service design and delivery:
You will maintain strong relationships with stakeholders within ServiceSG and key service delivery agencies. This involves supporting the Director in identifying new opportunities for cross-functional data projects, representing the Practice in high-level meetings and working groups, and advocating for data-driven approaches to service design and delivery across ServiceSG.
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.
Thinking Clearly and Making Sound Judgement:
Ability to set clear strategic direction and roadmap for CX data analytics initiatives, in line with the organisation’s priorities. Strong analytical mindset with the ability to synthesise multiple data sources, evaluate the accuracy and relevance of insights, and maintain a balanced view when recommending solutions.
Stewarding Systems, Developing and Inspiring Staff:
Ability to guide, mentor and develop a team of data analysts. Skilled in translating strategic objectives into clear team-level and project-level goals, identifying and nurturing capabilities within the team, and ensuring quality and timely deliverables.
Data Analytics and Management:
Strong knowledge of data analytics methodologies, statistical techniques, and data management practices. Proven experience in overseeing the entire data analytics life cycle, from collection and processing to analysis and reporting. Proficient in ensuring quality and reliability of data and insights.
Working Effectively with Stakeholders:
Able to collaborate with senior leadership and cross-functional stakeholders. Adept at advocating for data-driven approaches to inform strategic decision-making and service design. Skilled in translating complex analytical findings into actionable insights and recommendations, and presenting them clearly and persuasively to spur action.
Cross-functional Collaboration and Influence:
Ability to build and maintain strong partnerships across the organisation and with external stakeholders. This includes identifying opportunities for cross-functional projects and championing data-driven approaches to service design and delivery.
Improving and Innovating Continuously:
Commitment to staying abreast of emerging trends in CX data analytics. Ability to identify and implement new tools and techniques to enhance the team’s capabilities and deepen CX insights.
Applicants will typically be notified on whether they are shortlisted or not within 4 weeks of the closing date of the job posting. Successful candidates will be offered a 2-year contract in the first instance.
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
#J-18808-Ljbffr