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Manager (Operations Excellence & Digitalisation)

2 weeks ago

Singapore Ministry Of Social And Family Development Full time

**What the role is**
- The goal of Family Life Group (FLG) is to nurture a family-friendly society by strengthening family resilience through all stages of life, and to support families to overcome early risks and challenges to family relationships. The Operations Planning & Transformation (OPT) Division is responsible for corporate planning, transformation, data and digitalisation, capability development and engagement strategies for FLG.

**What you will be working on**
- Reporting to the Deputy Director, you will be part of the Operations Planning & Excellence (OPE) Branch that oversees FLG’s workplan and transformation plans, in order to enhance customer experience, improve service delivery and programme effectiveness.
You will be a key member of the Operations Excellence & Digitalisation team responsible for driving digital transformation and service innovation across the suite of family services and programmes in FLG, to deliver MSF’s strategic outcomes of encouraging marriage and parenthood, reducing marriage dissolution, and improving family resilience. The role involves:

- Evaluate and address cross-cutting service gaps, challenge conventional thinking and identify solutions to enhance customer journey experience.
- Translate knowledge and insights into actionable frameworks, strategy recommendations and performance implications.
- Conduct service journeys, coordinate and spearhead digital transformation initiatives in FLG to improve customer experience for FLG services and programmes.
- Connect and mediate with stakeholders to surface mental models, generate innovative solutions, and implement transformation or digitalisation changes within FLG.
- Keep abreast of latest technologies, identify new tools/technologies, assess usefulness and applicability in the context of operations and agency’s IT environment, ready for adoption to improve service delivery and productivity.

**What we are looking for**
- To meet the challenges of this role, you should possess:

- At least 2 years of experience in digital transformation, service innovation, ops-tech and/or customer service journey work.
- Strong analytical and critical thinking, writing and communication skills.
- Ability to analyse issues from a strategic and systems perspective, while having a good grasp of details and processes.
- Ability to conceptualise quickly, multi-task and work under pressure.
- Strong sense of intellectual curiosity, to explore new ideas and engage with individuals to uncover new points of view.
- Strong problem-solving skills.
- Good stakeholder engagement and management skills.
- Ability to work independently and in teams.