Manager/assistant Manager

**What the role is**
- The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. Internally, the changes in workforce profile have necessitated a new approach in how the workplace is designed, while the pervasiveness of technology has fundamentally changed the way we conduct our business.
To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation. We seek to continually transform the Public Service to better serve Singaporeans. We do this by championing Public Sector innovation, transforming citizen and business service delivery, building a future workplace, and supporting transformation efforts in the Ministries and Statutory Boards. Our ambition is to transform the current citizen experience of public services, from one of having to navigate across different functional agencies to get things done, to an experience of the public service “Knowing you as one, Serving you as one, and with heart”.

**What you will be working on**
- [Key Responsibilities]
You will be part of the Service Policy and Leadership team in ServiceSG and will report to the Assistant Director (Service Policy and Leadership).
ServiceSG, a department within PSD, has been set up to champion integrated public service delivery. It works with different agencies across the public service to integrate over 500 services around key moments of life of citizens, and serve citizens in an integrated way, through a central omni-channel service delivery system comprising a digital platform (“LifeSG”), a network of physical service centres at Community Centres and libraries (“Integrated Public Service Centres”) and a central call/contact centre. ServiceSG will work to establish an integrated data, digital architecture, and clear inter-agency operational processes as part of service delivery capabilities within the Public Service to raise overall service standards.
The Service Policy and Leadership team within ServiceSG helps to strengthen the development of the service functional domain by uplifting service policies and standards, implementing service leadership and workforce development programs, building IT tech enabling infrastructure across whole of government and fostering a service excellence culture. You will get the opportunity to be involved in any of the exciting pilots and initiatives to transform our citizens’ experiences.
[Specific Job Responsibilities]
As a Manager / Assistant Manager (Service Policy & Leadership), you will:

- Analyse data and uncover insights - You will formulate ways to obtain a 360-view of citizens’ satisfaction of public services by obtaining and analysing various datasets available and how these could be synthesised to provide a systems-view of the performance of the service delivery sector.
- You will be involved in analysing this data to uncover trends and gaps, and propose solutions and recommendations to close these gaps.
- You will collaborate with cross-functional teams via huddles, brainstorming and team meetings, to identify opportunities to improve implement data-driven solutions to business problems.
- You will develop visualisation dashboards and reports to effectively communicate findings to stakeholders for service improvements.
- Review guidelines and develop enablers for judicious use of data - You will stocktake, review and support good data governance practices and for transformative service delivery to citizens. You can expect to work with different agencies, stakeholders and teams as part of the review, including designing tech system enablers to deliver the transformation service experience for citizens.
- Connect with Public Sector Agencies - You get to work closely with different agencies to develop a grounded appreciation of citizens’ needs as you draw connections.

**What we are looking for**
- We are looking for motivated individuals who can work autonomously in a fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes.
[Key Competencies Required]
- Service Strategy and Policy Planning: Develop and maintain service-related policies, plans, schemes and activities to achieve outcomes in line with the service vision, by ensuring policies are easily understood, and designed in a way that translates to simpler operations. Identify trends and emerging needs to feedback into new policy design.
- Thinking Clearly and Making Sound Judgements: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind.
- Working Effectively with Stakeholders: Able to work closely with other Public S