Deputy Director

Responsible for overseeing a new grant scheme.

You will be responsible for overseeing various workstreams related to a new grant scheme, demonstrating a diverse skill set including:

- Supervise and manage all aspects of the scheme implementation, including take-up rate, rejection rate, service timelines, budget utilisation, risk controls, fraud management and grant recovery
- Lead the continuous review of the customer service journey and experience (both digital and human experiences), processes, SOPs and communications to enhance efficiency and effectiveness, improve stakeholder management, through regular monitoring and analysis of relevant data
- Collaborate with stakeholders, including the Ministry of Manpower and partner agencies, to ensure alignment between implementation development and evolving policy objectives, as well as conducting reviews to assess the effectiveness of the scheme
- Drive change management and staff capability development, both internal and external, to facilitate the sustainable implementation of the scheme in the long term. This includes mapping out, aligning and integrating scheme efforts with Whole of Government developments, building new capabilities, securing necessary resources, and ensuring operational-technological integration (e.g. through digitalisation and system development efforts)

You should possess the following skill sets:

- **Leadership and team management**: Capable of leading, developing and motivating a team of officers to effectively meet KPIs and deliver a positive customer service experience, while fostering a productive work environment
- **Operations planning and management**: Proficient in understanding the principles behind the scheme and translating policy objectives into clear and practical implementation SOPs, as well as developing workarounds and appeal processes within allocated manpower
- **Service design and customer management**: Proficient in empathizing with customer experience, improving service delivery, managing difficult customers and supporting team in managing rejected cases if required
- **Resource acquisition and management**: Capable of computing/estimating budgets and resources required for different areas (e.g. system enhancements, maintenance, processing, enforcement), prioritising the use of available budgets and resources and making trade-offs when necessary
- **Communication**: Proficient in writing clear submissions and reports and frame appropriate narratives to suit different target audiences to achieve communications objectives