Assistant Quality Service Manager

We are looking for an Assistant Quality Service Manager to support the Quality Service Manager in overseeing public enquiries, feedback and complaints management. This role ensures that service standards are upheld, responses are timely, accurate and empathetic, and continuous improvements are made to enhance customer experience. Familiarity with service innovation projects, including exploring digital tools and AI-assisted solutions will be considered an advantage.

You will be part of the Corporate Communications Division that is responsible for communicating MAS' policies to external stakeholders such as industry players, other regulators and central bankers and the general public through the mainstream media, events, online platforms such as the MAS website and social media, as well as processing public queries.

You will report to a team lead, and work together with internal stakeholders as well as external vendors, to manage  public queries received by MAS which span across issues related to its macroeconomy, financial sector regulation, as well as financial sector development.

Besides managing public queries and developing new response frameworks, the Assistant Quality Service Manager will also conduct performance audits of query handling processes, review metrics and feedback to identify gaps and opportunities, and leverage synergies across MAS' public touchpoints. This position requires someone with proven experience in handling public queries, and who has a knack for communicating in a manner that enhances public understanding of complex matters.

To a lesser extent, the Assistant Quality Service Manager will also be responsible for communicating MAS' policies to external stakeholders such as industry players, other regulators and central bankers and the general public through traditional media and events, and online platforms such as the MAS website and social media.

Primary Responsibilities:

Feedback and Enquiry Handling

• Assist in managing public queries, complaints and feedback received through various channels in collaboration with relevant departments and other public service agencies.
• Assist in coordinating cross-departmental responses for complex enquiries
• Review responses to ensure accuracy, consistency, and alignment with organisational tone and policy
• Sign off on responses to the public, serving as the primary point of contact for public queries and feedback for MAS

Service Quality Monitoring

• Track and report on service performance indicators (response time, resolution rate, satisfaction scores).
• Conduct audits of service delivery to ensure compliance with service protocols.
• Monitor query trends and escalate systemic issues or policy gaps to management.

Knowledge Management and Training Support

• Develop, review and update frequently asked questions (FAQs), knowledge bases and service guidelines.
• Conduct training sessions for departments on service excellence and enquiry handling
• Share best practices and lessons learned from feedback cases

System Enhancement and Innovation

• Support efforts to enhance MAS' public enquiry management system e.g. by providing user requirements input, reviewing functional specifications for system change requests.
• Lead mystery shopping exercises to evaluate departmental query handling performance and identify improvement opportunities
• Benchmark against industry best practices and recommend process improvements

GenAI and Digital Tools (Good to have)

• Explore opportunities to use Generative AI or other digital tools to improve response drafting and knowledge management
• Provide input on pilot projects and evaluate their effectiveness in enhancing service delivery. Stay abreast of emerging technologies and their applications in enhancing service delivery

Requirements :

• Bachelor's degree in a related field
• Minimum 2-5 years of experience in public enquiry management, public communications, customer or quality service roles
• Service Excellence: A passion for plain language and customer experience
• Communication Skills: Excellent written and verbal communication skills with ability to adapt language and tone for different audiences
• Attention to Detail: An analytical mindset and keen attention to detail, which is critical in reviewing replies to the public, ensuring that they are consistent and customer-centric
• Project Management: Strong project management capabilities with experience coordinating cross-departmental initiatives
• Collaboration: Able to work independently while maintaining collaborative relationships across departments
• Adaptability: Able to handle evolving public expectations and digital tools

• Data Analytics: Proficient with data and performance metrics evaluation

• Familiarity with Singapore government service standards and feedback management processes.

• Familiarity with the use of Generative AI or other digital tools in customer service or public query management

All applicants will be notified of whether they have been shortlisted within 4 weeks of the closing date of this job posting.