[lta-qsc2] Assistant Manager, Quality Service

7 days ago

Singapore LTA Land Transport Authority Full time

[What the role is]

ASSISTANT MANAGER, QUALITY SERVICE PLANNING

[What you will be working on]

You will be involved in enhancing productivity and efficiency of the service delivery chain to meet corporate and Public Service Delivery standards. You are required to drive new business solutions, streamline work processes and guidelines while working closely with internal divisions and external agencies to improve feedback processes, systems, or operations to meet service excellence standards amidst other responsibilities that may be assigned on an ad-hoc basis.
- Plan and propose improvements to the service delivery process for

management’s approval and stakeholder buy-in.
- Analyse staff and customer needs to identify and implement the use of

AI/Gen AI for better efficiency in service delivery.
- Leverage data and insights gathered to recommend and drive continuous

improvements in customer experience, processes and/or systems.
- Manage the self-help channels (e.g., Chatbot, Voice bot, etc) which

include content creation/deployment /maintenance, user testing and

continuous training to improve the performance of the self-help channels.
- Create and maintain detailed documentation pertaining to chatbot

conversational flows, intents, platform configurations and best practices.
- Manage the transition (if any) to and from different service providers,

including assessment of the features and functionality, user friendliness,

user interface and user experience.
- Strong stakeholder management skills and able to collaborate and work

closely with internal and external stakeholders and divisions to ensure

that information is kept updated in a timely manner and promptly

communicated to the relevant parties.
- Go above and beyond with customer service, ensuring all escalations and

feedback are attended to and addressed promptly and professionally.
- Perform any other duties and responsibilities as assigned by

supervisor/manager.

[What we are looking for]
- Tertiary qualifications in any discipline
- Highly organized and detail-oriented, with strong event management skills

to follow through and track event implementation progress
- Excellent interpersonal and relationship building skills to build

partnerships across different stakeholders and within the team
- Strong stakeholder engagement and communication skills, and able to

deliver clear written, verbal, and creative visual proposals
- Highly adaptable, independent, positive team player and multi-task in a

dynamic environment
- Work well under pressure and tight timelines

PowerPoint

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