Assistant Director, Frontline Services, CXD

Ministry of Manpower

Permanent/Contract

What the role is

You will play a pivotal role in the design, development and execution of a comprehensive channel strategy including the re-designing of service touchpoints to achieve the Ministry of Manpower (MOM)'s service vision. You will be responsible for supervising a team to oversee the operations of the Frontline Services at MOM. You will build strong partnerships with stakeholders, develop workflow processes, anticipate and manage service demand and surface insights to inform policy/process review to enhance MOM's service delivery.

What you will be working on

• Drive the redesign of Frontline Services by reimagining the delivery of services from a customer-centric perspective, identifying improvements, enhancing the service delivery process and implementing change management initiatives required to achieve seamless and effective service delivery

• Collaborate with business divisions responsible for backend operations to formulate or improve workflows to ensure smooth operationalisation of policies, programmes and initiatives

• Leverage data, systems and technology to analyse customer trends and uncover data-driven insights to support innovative enhancements to the Frontline Services' service delivery

• Oversee and guide team in the daily operations of Frontline Services including handling of complex service scenarios and staffing matters, and ensure achievement of service performance objectives

• Cultivate a robust service culture and encourage an innovative and experimental mindset to ensure the ongoing enhancement of service operation processes

• Ensure effective vendor and budget management for smooth execution of service delivery projects and work processes

What we are looking for

We are looking for a self-motivated individual who is innovative with a passion for service excellence. The individual should also be adaptable and comfortable in balancing competing demands, whilst delivering challenging objectives in a fast-paced environment. The job requires individuals with strong systems thinking and stakeholder management skills to drive collaboration across internal and external stakeholders to achieve sustained change for public service delivery.
If this feels like an exciting challenge, something you are enthusiastic about, now to join our team
Requirements:

• At least five years of managerial experience and/or track record in Business Operations or Customer Service, preferably in service delivery, data analytics and/or vendor management in a supervisory position

• Possess excellent communication and interpersonal skills, and the ability to engage internal and external stakeholders

• Strong organisational skills, independent, action-oriented, attention to detail and the ability to adapt flexibly to different situations and manage multiple priorities in a dynamic environment

• Strong people management skills. Able to manage and lead people of diverse backgrounds and different positions

• Data-driven with strong quantitative and qualitative analytical skills. Experience in visualisation tools such Tableau/Power BI/Python 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.