Community Relationship Senior Executive / Assistant Manager, ServiceSG, PSD

The operating environment of the Public Service is undergoing fundamental and rapid change. The issues we face are complex and multi-faceted, which impact the way the Public Service operates and organises itself. To prepare the Public Service for these changes, we have begun the journey towards Public Sector Transformation (PST). As part of the current phase of PST, we aim to be on par with globally leading companies in our delivery of public services. A key transformation in the delivery of citizen services is to take a citizen-centric service journey approach to organising services. Our aim is to transform the current citizen experience of having to navigate across different public agencies to an experience of the Public Service “knowing, understanding and interacting with me as One”. In addition, the Next Bound of Citizen Service Delivery will an enhanced experience of “Know me as One, Serve me as One, with Heart, powered by better technology to achieve more efficient and effective service delivery. PSD/ServiceSG operates a network of ServiceSG Centres which serves as a “one stop physical concierge” for citizens who are not able to transact digitally with the Government. Citizens could get help on more than 600 commonly transacted digital government services. This has helped to achieve better service delivery outcomes and improved customer satisfaction. Across the network, we currently have 9 ServiceSG Centres located at Our Tampines Hub (OTH), One Punggol (OP), Woodlands (WL), Bukit Merah (BM), Bukit Canberra (BC), Nee Soon Central CC, Kampong Chai Chee CC, The Frontier CC and Keat Hong CC.

• You are the face of the Public Service, and ServiceSG’s ambassador to ensure the smooth running of the service operations at the existing or/and new ServiceSG Centres or ServiceSG@CCs, delivering service excellence and ensuring that citizens’ needs are promptly and meticulously addressed. • Our centres operate daily from 9.00am to 6.00pm (except public holidays). You will be deployed on a 5-day rostered shift (including weekends) and may be required to rotate among the different sites. [Specific Areas of Responsibilities] • Deliver excellent customer service for more than 600 government e-services. Guide citizens, promote digital literacy, and encourage self-service. Diagnose and anticipate needs based on demographics, proactively recommend relevant services, and enhance overall citizen experience with government digital platforms. • Provide operational, administrative and logistical support to the centres, including managing facilities maintenance, handling feedback, maintaining records and ensuring safety of staff and citizens within the Centre. Able to contribute to operational insights and implement process improvements to drive service transformation by identifying operational gaps and suggesting enhancements. • Collect and address citizen and agency feedback on the services rendered at the centres. This includes working with other agency stakeholders or appointed vendors to address ground issues, improve operational processes and manage service escalations and responses to feedback. • Support the team in projects and other administrative tasks.

We are looking for motivated individuals who can work autonomously in a fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes. Key Competencies Required • [Customer Service and Case Management]: Able to handle service requests by providing accurate product/service information and explaining underlying policy rationales. Navigate challenging customer interactions with patience and empathy, de-escalating tensions effectively. When needed, consult supervisors or coordinate with relevant parties to ensure resolution for customer. • [Service Operations Planning & Management]: Manage daily floor operations, including staff deployment and maintaining service standards. Provide operational and administrative support through reporting, development of SOPs, and systems maintenance. Deliver seamless services across both in-person and digital channels while proactively gathering and analysing citizen feedback to enhance digital platform usability and overall service quality. • [Serving with Heart, Commitment and Purpose]: Able to put yourself in the shoes of citizens to understand their needs and concerns and recommend solutions that address them. Demonstrate care and empathy in understanding citizen’s underlying needs and going the extra mile to help and provide prompt follow-up and solutions. • [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesize data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind. • You should possess strong verbal communication skills. Proficiency in a second language or dialects is beneficial for interacting with diverse citizens. Applicants will typically be notified on whether they are shortlisted or not within 4 weeks. Successful candidates will be offered a 2-year contract in the first instance.