About Ministry of Manpower’s Customer Responsiveness Department (CRD) The Customer Responsiveness Department (CRD) is the driving force behind MOM’s service excellence, leading efforts in transforming the ministry’s service delivery process to offer the optimal customer service experience. Through customer intelligence and advanced analytics, we continuously refine our understanding of customers' needs. This relentless pursuit of knowledge empowers us to design and implement service operations that not only meet but anticipate customer expectations, and place MOM at the forefront of innovative and customer-centric service delivery. As Assistant Director of MOM Contact Centre Services, you'll play a pivotal role in shaping the future of customer interactions. You'll be at the forefront of managing our outsourced Contact Centre, handling close to 1.5 million annual customer interactions across various channels.

• Drive the evolution of MOM Contact Centre (MOMCC) including the planning and design, aligning with MOM's service excellence strategies and adapting to changing needs. • Explore and study the latest tech tools and innovative solutions for potential adoption in MOMCC’s context to improve productivity and customer experience, and facilitate self-help. • Manage and guide MOMCC in the daily operations, including reviewing daily reports and analyses of MOMCC’s performance for trends and issues requiring attention or intervention. • Review and provide feedback on policies, procedures, SOPs and/or FAQs from departments, to (i) facilitate self-help by customers and reduce volume of enquiries to MOMCC; and (ii) support MOMCC in handling enquiries from customers who require manned assistance. • Leverage data, systems and technology to analyse customer trends and uncover data-driven insights to support innovative enhancements in service delivery, including planning and designing enhancements to MOM’s customer relationship management (CRM) system to facilitate data capture and mining for analytics. • Manage customers’ feedback/complaints to ensure timely escalation and service recovery, including mitigation for quality and compliance issues. • Oversee a substantial budget and ensure optimal use of funds in managing the performance of MOMCC.

• Hold a recognised degree with minimum 5 years of experience in Business Operations or Customer Service, preferably in contact centre environment, vendor management, data analytics and/or service delivery. • Possess strong numerical, analytical and critical thinking skills. Experience in the use of data analysis tools (e.g. text mining, business intelligence software, etc.) would be an advantage. • Excel in negotiation, interpersonal communication (written and verbal), and people management, and having experience in a supervisory role • Be independent, detail-oriented, able to multi-task and adhere to timelines, and flex between operational deliverables and high-level strategic projects. • Demonstrate initiative, adaptability, and a passion for service excellence. Join us in this challenging yet rewarding role where you'll have the opportunity to make a significant impact on public service delivery. Help us build a future-ready, customer-centric MOM Contact Centre that sets new benchmarks in government services. Are you up for the challenge? Apply now and be part of our transformative journey!

Championing Human Potential for a Thriving Singapore Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.