Estate Manager
7 days ago
**What the role is**
- You will be part of the team at Centre of Service Excellence(COSE) in Customer Management Dept.
**What you will be working on**
- The functions of COSE include the following: - Collaborate with PSD, CDG (OED) [our corporate partner] on WOG service initiatives, synthesise narratives for service and instil WOG mindset - Develop & implement whole-of-Housing Management Group service delivery framework to drive service vision of creating seamless & positive customer experience - Review and develop outcome-focused KPIs to measure service performance and ensure consistent service delivery standards at all service touchpoints - Partner service process owners & stakeholders to review customer journey maps & staff journey maps for improved customer & staff experience - Partner Departments in the review and re-engineering of business processes for improved customer & staff experience - Develop concerted & coherent digital strategy & implement technology-enabled initiatives to drive efficient & effective service delivery at all touchpoints - Conceptualise and develop service protocols for the delivery of consistent service at HDB Branches frontline counters - Engage and partner vendors to improve the look and feel of HDB Branches for improved customer flow and experience - Build a strong community of practice amongst service leaders & staff to drive learning and good practices - Manage inter-agency partnership and collaboration with multiple internal stakeholders and external agencies such as MSO and One Service (OS) participating agencies (e,g TCs, NEA, LTA etc) to achieve effective case management
**What we are looking for**
- Possess excellent written and verbal communication skills to handle complex issues spanning ops and tech domains and to manage stakeholders - Good team player with excellent interpersonal skills, possess a customer-service mindset and the ability to establish rapport with people at all levels - Possess strong and pragmatic problem solving, analytical, and process improvement skills, and an eye for details
- All applicants will be notified on whether they are shortlisted for the position within 4 weeks of the closing date of this job posting.
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