Senior Manager, Service Standards
2 weeks ago
Ministry of Manpower
Contract
What the role is
The Customer eXperience Department (CXD) drives MOM's service excellence by leading efforts to raise the organisation's service quality and drive a strong service culture where officers embrace MOM's service principles in their work.
What you will be working on
Key responsibilities include the following:
Capability Building
• Design and implement service culture programmes to embed MOM service principles and foster a strong service-oriented mindset in MOM officers
• Develop and implement programmes to recognise and celebrate service achievements of MOM officers, including effective administration of the service-related awards
• Conceptualise and execute service capability initiatives to raise service standards and enhance service delivery across MOM, including collaborating with stakeholders to identify capability gaps for continuous improvement
• Manage communications and engagement initiatives to enable strong awareness of service-related initiatives for adoption across MOM
• Monitor and evaluate the effectiveness of service culture and capability building programmes through performance metrics and feedback mechanisms
What we are looking for
Qualifications and Experience:
• Possess relevant working experience, preferably in service capability/ service delivery.
Personal Attributes, Competencies and Skills:
• Strong analytical, problem-solving and communication skills
• Strong understanding of public service values and customer-centric service delivery
• Experience in developing and delivering service culture and capability programmes
• Excellent stakeholder management and influence skills
• Good time-management skills and committed to delivering high-quality outcomes
• Independent and self-motivated
• Proficiency in all Microsoft Office applications and other digital or design tools such as Canva will be an advantage.
About Ministry of Manpower
Championing Human Potential for a Thriving Singapore
Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore.
As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.
About your application process
If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and for other roles within Ministry of Manpower or the wider Public Service.
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