The jobholder is part of a team to drive service innovation within MHA HR Services Centre (HRSC) with the goal of creating delightful service experience for our customers (officers or candidates) and improving the work of the HRSC through innovation, which can include policy and process reviews, use of methodologies like Behavioural Insights or Design Thinking as well as automation. The team also runs surveys to gather insights on customer and stakeholder experience, and is in-charge of fostering a culture of innovation within HRSC to support the development of service excellence and an innovation mindset.

1. You will be involved in projects and cross-functional discussions to improve service experience and delivery which can include policy and process reviews, use of methodologies like Behavioural Insights or Design Thinking as well as automation. This includes coordination of cross-functional collaborations which can involve different teams in HRSC as well as external stakeholders, and facilitating the discussions and follow-ups. You will also pilot the changes where applicable, analysing the results and reporting the findings. 2. You will be involved in the planning, designing and implementation of surveys to gather feedback from our customers and stakeholders. It also includes analysis of the survey results to identify areas of concern, facilitating discussions with stakeholders for improvements, piloting proposed changes and evaluating the pilot. 3. You will be part of the team that conducts activities (e.g HRSC In-service, collaterals to promote innovation) which will help build a culture of innovation within HRSC to support the development of service excellence and an innovation mindset.

1. Knowledge and Skills a. Strong facilitation and communication skills to pitch ideas and gain stakeholder buy-in on proposed solutions. b. Strong stakeholder, project management and problem-solving skills. c. Knowledge of process improvement methodologies such as LEAN methodology, Behavioural Insights, DMAIC, Customer journey mapping, Design Thinking. d. Good writing and presentation skills. e. Good interpersonal skills to collaborate with cross-functional teams to achieve outcomes. f. Good analytical and critical thinking skills to understand and articulate business issues and needs. 2. Attributes a. Curious, positive and enjoys working in and with teams. b. Independent, resourceful, and systematic. c. Adaptable and can respond quickly to change. d. Able to think critically to objectively analyse and evaluate information in a logical and systematic manner. e. Detail-oriented to identify gaps or areas of improvement to meet business objectives. 3. Experience Some experience in any of the following would be useful though not critical: a. Some experience in HR operations b. Participation/ implementation of work improvement initiatives c. Coding skills (e.g. RPA, Python)

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