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MHA - Singapore Civil Defence Force (SCDF)

SSO Service Transformation

MHA - Singapore Civil Defence Force (SCDF)

ContractClosed

What the role is

The role is primarily responsible to drive service transformation initiatives by building a strong outward public trust through our service delivery at the various touchpoints. In doing so, the incumbent has to facilitate a holistic approach to foster a strong service culture at all levels of the organisation and drive adoption of advanced technologies to enhance end to end customer experience. This role also collaborates across WOG and with internal and external stakeholders to ensure service transformation efforts are cohesive, integrated and customer centric to further improve customer interactions. The incumbent has to be agile and oversee change management efforts and communicate changes effectively and ensure smooth transitions. This is a 2 year contract.

What you will be working on

1) Lead and coordinate service transformation and digitalisation, ensuring alignment with SCDF transformation efforts after analysing current service processes. 2) Conduct market scanning to propose solutions leveraging technology for service delivery and to enhance customer experience. 3) Collate and leverage service data to identify trends and suggest digital improvements. 4) Integration of digital tools and platforms into current service delivery environment. 5) Collaborate with all stakeholders to drive, manage and implement successful service transformation initiatives and projects within requirements and on time.

What we are looking for

1) Minimum bachelor’s degree, preferably with some specialisation in service quality, transformation, data analytics or business. 2) Minimum 2 years of experience in service quality or business-related role will be preferred. 3) Possess good communication, interpersonal and MS Office skills. 4) Proficiency in project and change management and stakeholder engagement will be preferred. 5) Ability to multi-task and be detailed, meticulous and analytical in a fast-paced environment.

About MHA - Singapore Civil Defence Force (SCDF)

The Singapore Civil Defence Force (SCDF) is a uniformed organisation under the purview of the Ministry of Home Affairs. The main role of SCDF is to provide fire-fighting, rescue and emergency ambulance services; mitigating hazardous materials incidents, as well as formulate, implement and enforce regulations on fire safety and civil defence shelter matters. In 1982, the National Civil Defence Plan was launched which spearheaded the emergency preparedness for the nation. With the enactment of the Civil Defence Act in 1986, the SCDF was established as an independent organisation under the Ministry of Home Affairs (MHA). In the same year, the Hotel New World collapse paved the way for joint operations between the SCDF and Singapore Fire Service (SFS). Due to the similarity in roles and functions, the SCDF and SFS were formally integrated on 15 April 1989. Over the years, the SCDF has improved its life saving operations through innovations and programmes to enhance her fire-fighting, rescue capabilities and public education plans. The Light Fire Attack Vehicle (The Red Rhino) and Tracked Fire-Fighting Vehicle are some of the customized solutions which the force has developed to increase its operational capabilities. The SCDF also actively engages the local community through its wide-ranging public educational programmes and community-based activities to enhance the resilience and emergency preparedness of the civilian population. Today, the Force is recognised by the population as a professional body of well-trained officers and men geared to respond to all types of life-threatening emergencies round-the-clock. An operationally ready SCDF, working hand-in-hand with a prepared and resilient population, helps to ensure that the nation is capable of handling any untoward eventualities.