Assistant Manager/Manager/Senior Manager (Project Management)

The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development’s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meet our high standards.

We are seeking a dynamic and experienced individual to coordinate the product strategy and product management, design, planning, testing, and implementation of technological products to augment MSF’s existing channels. The objective is to enhance convenience and accessibility for customers by leveraging technologies to provide omni-channel experience and remote wraparound support to help customers complete their transactions and interactions with MSF beyond regular operating hours. As the Project Manager, you will play a pivotal role in driving the development and management of technological products. Key Responsibilities: • Oversee the project management aspects including procurement, timeline adherence, resource allocation, and risk management. • Collaborate with key stakeholders in the delivery of the technological solutions, including eliciting business needs and analysing business problems to define and deliver suitable solutions to address business needs. • Translate business requirements into technical specifications • Conceptualise the project, develop the business case for approval • Manage and execute the procurement in a timely manner • Evaluate and recommend the solution that best address the needs • Manage the vendors to develop and deliver the solution • Identify, manage project risks and implications to the project and to recommend mitigating measures • Manage contractual and payment matters affecting the projects and ensure that systems are operating according to service level agreements • Understand the various prevailing policies and security guidelines and to ensure the system and processes are designed to comply with these policies and guidelines.

• Proven experience in project management, with at least 3-5 years of relevant working experience • Strong understanding of user-centric product design and research, and agile methodologies • Good analytical, critical thinking with the ability to navigate strategic and detailed perspectives. • Strong communication skills, especially in explaining technology solutions to various audiences • Strong stakeholder engagement and management skills in the digital or innovation space, with the ability to collaborate effectively across diverse teams, departments and external vendors • Competent, self-motivated, pro-active, dedicated and responsible self-starter • Strong writing skills, preferably with experience in drafting papers for requirements/budget approval. • Experience in implementation of enterprise-level projects in at least one of the following areas (Cloud, Agile Methodologies, Design Thinking) will be an added advantage. Join us in transforming the delivery of public services and creating a seamless and positive experience for our citizens.