Executive Organisation Excellence Manager

1 week ago

Singapore URA Urban Redevelopment Authority Full time

[What the role is]

Organisation Excellence Manager (Service Excellence)

You will be a key member of the Organisation Excellence (OE) Department, responsible for ensuring that URA continues to be an innovative, adaptive and responsive organisation in planning and facilitating Singapore’s physical development to sustain growth and a high quality living environment. You will champion service excellence, innovation and transformation in URA.

[What you will be working on]

Your key responsibilities are to:
**Drive excellence in service delivery through the following**:

- Lead or support service transformation projects, including implementing organisation-wide systems and practices that strengthen the service and innovation excellence culture in URA;
- Service analytics: use data analytics to provide deep insights into customer behaviours and expectations, study and test feasibility of new service models and practices; and
- Support Senior Management in Service & Innovation Committee meetings, including carrying out secretariat duties to facilitate robust sharing and discussion on service excellence and innovation. As a member of the OE team, you will also be involved in planning and organising staff engagement platforms and events, including the annual staff conference and management retreat.
***Ensure URA provides quality service in accordance with our service standards**:

- **Oversee URA’s service standards, service protocol and the Customer Information System (CIS), including analysing case profiles and case management performance, reviewing standards and processes, and surfacing recommendations to improve service performance and efficiency;**
- **Support URA’s Quality Service Manager (QSM) to follow-up and investigate into difficult cases; and**
- **Guide URA officers and the organisation as a whole to strive towards service excellence through service training and internal communications.**

**[What we are looking for]**

**Requirements**:

- **A university degree in any discipline.**
- **Preferably at least 3 years of relevant work experience in related fields**
- **Excellent written, presentation, communication and analytical skills**
- **People-oriented and collaborative in achieving desired outcomes**
- **Able to work well independently and in a team**
- **High proficiency in Microsoft Office Applications (Word, PowerPoint and Excel); ability to conduct data analysis using analytics software would be an advantage**
- **Experience in implementing innovative and effective service-related practices or programmes, change management strategies, facilitation work and events organisation would be an advantage

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