As Assistant Director Corporate Communications (Quality Service Management), you will be part of the Corporate Communications team of the Communicable Diseases Agency Planning Office (CDA PO). The CDA is a new government agency that is being established by the Ministry of Health (MOH) to oversee Singapore’s communicable disease preparedness, prevention and control, surveillance, risk assessment and outbreak response. The CDA PO’s role is to plan and execute the setup of the CDA, which will consolidate and build on the public health functions under MOH, the National Centre for Infectious Diseases, and the Health Promotion Board. You will lead the quality services management team in setting up the quality service framework, developing and driving quality service standards, leading development of workflows and processes and FAQs, and leading the response to day-to-day public enquiries and during outbreaks. You will assist the Director in the following roles: • Lead set up of quality service framework for CDA • Lead development and drive quality service standards • Lead development of QSM workflows and processes, and FAQ database • Lead response to public queries day-to-day and during outbreaks You will be working in a fast-paced and dynamic environment that would require the ability to manage multiple priorities and stakeholders at the same time.

Job responsibilities: • Lead the setting up of quality service framework • Lead development of workflows and processes • Lead development and drive quality service standards and management reporting • Guide team in handling and responding to public queries via feedback channels • Manage day-to-day interactions with contact centre vendor • Drive development of FAQs bank to facilitate first-line response to enquiries • Drive development of operations plans and lead response to public queries during outbreaks

Job Requirements: • Bachelor’s degree in business administration, customer experience management, public relations, marketing communications • 8 years in managing call centre ops, driving service quality initiatives and responding to public enquiries and feedback and have managed a team • Service oriented, problem-solving capabilities • Deep understanding of customer needs, • Resilient, team leader and player • Excellent communication and written skills As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.

The Ministry of Health’s (MOH) vision is to champion a healthy nation with our people – to live well, live long and with peace of mind. As an open country constantly exposed to an interconnected world, Singapore faces complex issues in public healthcare. MOH constantly grapples with new challenges brought on by an increasingly globalised world, a rapidly ageing population and rising expectations. MOH’s responses to these challenges include preventing and managing the outbreak of diseases such as SARS and Influenza A (H1N1), designing a healthcare system that delivers care in an integrated and effective manner, growing the capacity and capabilities within the sector, and managing healthcare inflation. As an MOH officer, you will be involved in formulating and implementing policies that guide Singapore’s healthcare ecosystem. You will work alongside a team with varied skills and backgrounds, but with the common goals of (i) promoting good health and reducing illnesses; (ii) ensuring that Singaporeans have access to good and affordable healthcare; and (iii) pursuing medical excellence. Your work will have far-reaching impact on the health and lives of Singaporeans.