Assistant Manager/Manager, Digital Services Planning

7 days ago

Jurong Town, Singapore Tripartite Alliance Limited Full time $60,000 - $80,000 per year

As part of the Customer Experience & Services, Digital Services Planning Team, you play a crucial role in enhancing the customer journey and digital services offered by TADM. This position requires good understanding of digital tools and communication channels, user experience optimisation, developing communications strategies to reduce barriers of customers using our eServices, and collaboration with cross-functional teams to ensure a seamless and user-centric experience for individuals seeking employment dispute resolution services at TADM.

Our key digital touchpoints include our 1) website and 2) integrated system that covers the end-to-end dispute resolution journey from i) chatbot to ii) claim filing and iii) e-Negotiation and/or e-Mediation.

Role:

  • Chatbot and Website Management: Maintain and enhance our chatbot and website. This includes the iterative process of review, refinement and update of existing content as well as design, testing and implementation of new developments.

  • Performance Monitoring & Data Analysis: Utilise data analytics tools to observe trends and gather insights on user behaviour preferences, identifying pain points and opportunities for improvement. Translate data findings into actionable improvements to enhance the customer experience and optimise digital service delivery.

  • Stakeholder Collaboration: Work closely with different stakeholders, including external vendors and internal business users to ensure that digital platforms and tools such as our eServices/chatbot are user-friendly and aligned with customer needs.

  • Digital Customer Journey Development and Migration: Contribute to the development and execution of the organisation's digital strategy, aligning it with customer experience goals and organisational standards. Develop resources and collaterals for internal and external customers to adopt our digital tools and adapt to the online processes.

Qualifications:

  • Tertiary education in Business, Information Technology or a related field is an advantage.

  • Proficiency or experience in digital service planning, user experience, or customer journey analysis is preferred.

  • Familiarity with government service standards and employment dispute resolution processes is preferred.

Knowledge and skills:

  • Strong analytical skills and proficiency in data analytics tools.

  • Strong problem-solving capability with the ability to grasp business issues and technical problems; and provide sound and logical solutions.

  • Must possess a customer-centric mindset and able to multitask and work under pressure.

  • Independent and strong team player with excellent communication and collaboration skills.

The position offered will commensurate with individual work experience and suitability.

Position is on a 2-year full-time contract directly under the payroll of TAL with an option to renew, contingent upon performance and subject to the organisation's needs. Additionally, there is potential for emplacement into a permanent position.

About Tripartite Alliance Limited

Tripartite Alliance Limited (TAL) is a Company Limited by Guarantee (CLG) that is jointly set up by the tripartite partners: Ministry of Manpower (MOM), National Trades Union Congress (NTUC), and Singapore National Employers Federation (SNEF). At TAL, people are at the heart of our business. We believe in nurturing and developing individuals who are keen to make a positive difference and contribute towards the building of progressive workplaces and harmonious work relations in Singapore.

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