Office of Organisation and Service Excellence

2 days ago

Singapore Public Service Division Full time $90,000 - $120,000 per year

[What the role is]

This role is ideal for individuals who thrive in a dynamic, customer-focused environment and are keen to be part of a team that values both human touch and digital innovation in delivering excellent service.

[What you will be working on]

As a Deputy Manager in the Office of Organisation and Service Excellence (OSE), you will lead and supervise a team of Senior Executives and Executives to deliver high-quality, learner- and staff-centric services across RP's operational touchpoints. Your key responsibilities include:


•    Team Leadership & Service Oversight
Provide guidance and supervision to ensure consistent service delivery across a wide range of staff and student-related services


•    Student & Staff Support Services
Oversee operational processes that support staff and student needs. Ensure services are delivered efficiently and in alignment with RP's standards.


•    Digitalisation & Innovation
Drive service transformation through the adoption of digital tools and automation. Champion the use of platforms such as Power Automate, Power BI, and low-code applications to streamline workflows and enhance service responsiveness.


•    Stakeholder Engagement & Service Excellence
Collaborate with internal departments and external vendors to ensure service quality and operational readiness. Monitor service performance, gather feedback, and implement improvements to enhance customer experience.


•    Operational Planning & Resource Management
Manage inventory, contracts, and service schedules to support daily operations. Ensure compliance with institutional policies and maintain accurate documentation.


•    Frontline Operations
While your main responsibilities lie in backend service operations, you will also work closely with colleagues managing frontline operations to ensure alignment and continuity across service touchpoints. This includes coordinating shared responsibilities and supporting team members who contribute to both backend and frontline functions.

[What we are looking for]

To thrive in this role, you should possess:


•    Relevant academic qualifications with at least 5 years of experience in service operations or customer experience.

•    Strong leadership and mentoring capabilities, with a track record of managing teams and service delivery.

•    Excellent organisational, administrative, and time management skills.

•    Ability to work independently and collaboratively in a fast-paced environment.

•    A proactive mindset with strong analytical skills and a passion for continuous improvement.

•    Experience in stakeholder engagement across various levels, including vendors, internal departments, and service partners.

•    Experience or interest in AI, automation, or data-driven tools (e.g., Power Automate, Power BI) to improve workflow and service quality is essential.

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