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Deputy Director, Service Strategy

3 weeks ago

Singapore NCS National Council of Social Service Full time

[What the role is]

Lead the development and implementation of strategies for NCSS’s services to further the development of empowering, collaborative and innovative solutions to increase the quality of life of vulnerable populations.

Catalysing such approaches in service provision is a way in which NCSS can provide leadership to its members and enhance their capabilities and capacities.

[What you will be working on]

Develop and implement the strategy for service planning and development
- Develop the value proposition of NCSS’ service planning functions and monitor the progress of implementation by reviewing scope of work and connecting with corporate and sector strategies
- Lead the communications of the strategy and work plans to Senior Management, Services Committee and other relevant partners
- Support Director in change management process within SPFG

Develop and implement the strategy for service innovation through pilots and prototypes
- Develop and implement frameworks to grow empowering, collaborative and innovative practices
- Create an ecosystem of support (i.e. availing funding, training & consultancy) for social service agencies to pilot and/or enhance services
- Work with multiple partners in the ecosystem to develop empowering, collaborative and innovative service models that can be replicated across the sector
- Establish data collection systems that increase opportunities for data collection and analysis for data-informed service planning

Lead team to execute the strategy for service innovation
- Guide staff to ensure quality and timeliness in their work
- Develop a cohesive unit by fostering a culture of collaboration, learning and improvement so that team members are empowered and engaged
- Build staff capability by reviewing their development needs and maximising their potential
- Oversee workplan delegation to ensure outcomes are effectively met

**MAJOR CHALLENGES**
- Shaping services to become empowering, collaborative, innovative and data-driven is an important strategic thrust for the social service sector as it allows more holistic and effective services to be developed. The intended change requires incumbent to establish clarity and complementarity with the Services department, which can be complex as Services holds most of the service knowledge and contacts, being the lead in managing NCSS funded programmes. There is a potential overlapping of work and the line between Services and Service Strategy can be challenging to draw. Incumbent needs to work closely with Services department to update each other of plans and scope of work to avoid duplication. There also needs to be a more systematic delineation of roles to reap synergies between the two departments.
- Outcomes of work may not be as quick to witness, or impact may not be achieved in a conventional sense, due to its experimental nature and need to involve multiple stakeholders. Uncertainty, ambiguity and change are constants, as pathways are likely to change in a dynamic context. In addition, resources to fund such initiatives are difficult to find as they do not fall within conventional programme funding models. Incumbent needs to be adaptive to continuously achieve progress as far as possible. Customised targets and outcomes should also be set to capture the essence of innovative and pilot work well.

[What we are looking for]
- 7-10 years of relevant working expereince, preferably in the social service sector
- 4-6 years of supervisory & cross-functional experience