deputy / assistant manager, quality services operations

2 weeks ago

Singapore Public Service Division Full time $80,000 - $120,000 per year

[What the role is]

Drive service excellence through systematic monitoring of operational performance and customer feedback management with the Quality Service Operations (QSO) team.

This role focuses on performing data analysis to identify service gaps, recommending process improvements, and working closely with stakeholders to enhance service delivery and operational efficiency. You will play a key role in developing performance insights and supporting automation initiatives to improve the team's productivity and service standards.

[What you will be working on]

Performance Monitoring & Analysis

- Monitor, track and measure service KPIs through dashboards and regular reporting

- Analyse performance data to identify trends and improvement areas

- Prepare analytical reports with recommendations and flag performance abnormalities to stakeholders

Service Operations Planning and Management

- Review feedback management processes to identify areas for improvement

- Collaborate with RPA Office and AI team on automation opportunities

- Support implementation of upstream process improvements and track effectiveness of implemented changes

Customer Experience Strategy and Engagement

- Collaborate and engage with internal and external stakeholders on improvement initiatives to redesign service delivery process

- Transform service delivery to deliver services which are more customer-centric and productive

- Support streamlining of feedback management processes

Feedback Management

- Support operational excellence by assisting with QSO's operations in public feedback management

- Maintain and enhance Service Level Agreements with effective collaboration with stakeholders and timely response to public

[What we are looking for]

- Knowledge in Business Management or Business Analytics related field

3-5 years' experience in service operations, quality management and/ or strategy and policy related fields

- Strong data analysis and reporting capabilities

- Experience in performance monitoring/ analysis and process improvement projects

- Proficiency in MS Office (i.e., Excel, Outlook, PowerPoint, Word) required

- Proficiency in data visualization, analytics tool or robotic process automation will be an advantage (i.e., basic knowledge in Power BI, Python programming, and VBA coding)

- Strong analytical and problem-solving skills

- Excellent stakeholder management abilities

- Clear communication skills and proactive work approach

- Detail-oriented with service-oriented mindset

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