At #TeamCPF, you’re not just joining a team; you are embracing a culture of excellence, collaboration, and meaningful impact. You will play a pivotal role in empowering over 4 million members to secure their retirement, healthcare, housing needs and better navigate life’s uncertainties. We thrive on sharp minds and insightful decisions. Your ability to analyse and think critically isn't just valued; it's essential. Every choice you make contributes to our collective success. Collaboration is our way of life. We believe in the power of effective partnerships and seamless communications across teams. Together, we amplify each other’s strengths and achieve remarkable results. Our learning never stops. We encourage your inquisitiveness and courage to embrace new challenges head-on. Your agility, readiness to challenge conventions, embrace of data-driven strategies, dedication to learning and applying new skills fuels our innovation and progress. At the core of everything we do lies a genuine desire to make a difference. We serve our community and support each other with compassion, empathy, and unwavering dedications. Every action we take is guided by a deep sense of purpose and a commitment to those we serve. Join us at #TeamCPF! Together, let's redefine possibilities and leave a legacy that echoes for generations.

As a member of the Service Quality Management team, you will be responsible in overseeing Service Excellence & Systems Management for the Customer Relations Group (CUG). Your primary objective will be to ensure the delivery of exceptional service, aligned with the Board’s strategic guidelines, and driven by the Board’s mission, vision and cultural attributes. In this role, you will: • Lead and oversee Service Excellence and Systems Management for the Customer Relations Group (CUG), ensuring the continuous delivery of service excellence in line with the Board’s mission, vision, and cultural framework. • Review, analyse, and track CUG’s Key Performance Indicators (KPIs) while also monitoring the Board’s service incentive programs to ensure service standards are maintained, and that officers are appropriately recognized and rewarded for their contributions. • Spearhead the management and enhancement of the Board's Customer Relationship Management System (CRMS)—the Next-Generation Integrated Customer Ecosystem (NICE)—driving advancements that enable the Board’s next level of service delivery. • Oversee the administration of the Board’s utilization of Whole-of-Government (WOG) systems, ensuring seamless inter-agency referrals and efficient cross-departmental collaboration. • Provide support to scheme departments in managing and ensuring timely digital notifications through the Board’s Notification System, guaranteeing members receive timely and accurate updates.

We value the diverse talents and experiences that each individual brings to the table. While mastery of every requirement may not be necessary, familiarity and expertise in some of the following areas will position you for success within this team. • Relevant experience in a service management, quality assurance, or customer relations role, with a proven track record in overseeing service excellence and systems management. • Good understanding of service excellence frameworks and customer service best practices. • Good project management skills, with the ability to lead initiatives that improve service delivery and customer satisfaction. • Familiarity with Customer Relationship Management (CRM) to enhance customer service would be advantageous. • Familiarity in monitoring and analysing KPIs, developing service incentive programs, and driving performance improvements within a customer service or relations context. • Good IT skills to manage and implement solutions that improve processes and increase productivity. • Good organisational skills with the ability to plan, prioritise, and meet deadlines. • Good verbal and written communication skills to clearly convey ideas and work with others. The seniority of appointment and actual corporate job title will commensurate with individual work experiences. Position is on a 1-year full-time contract directly under the payroll of CPF Board with an option to renew, contingent upon confirmation and subject to organisational needs. Additionally, there is potential for emplacement into a permanent position. What you can expect Being part of #TeamCPF means embarking on a challenging and rewarding career in a progressive workplace that values productivity and growth. Here’s what awaits you: • Opportunities to engage in a mix of formal and informal training, keeping your skills sharp in our ever-evolving technological landscape. • Promotion opportunities based on your capability and on-the-job performance. • A vibrant community of like-minded and friendly colleagues, where collaboration and creativity thrive. • A hybrid work model that offers flexibility for remote work, subject to exigencies of service. • Flexible dress code that empowers you to choose your appropriate outfit for the day. • A comprehensive rewards package that includes annual leave, pro-family leave, medical and dental benefits, and access to recreational activities.

Central Provident Fund (CPF) Board is the cornerstone of Singapore's social security system, committed to serving and empowering over 4 million members in securing their retirement, healthcare, and housing needs. As an employer, we believe in developing our people to do their life’s best work through the 3Ps: Purposeful Work, Professional Growth, People & Culture. Purposeful Work – Beyond being a pension fund, we are unique in being a national social security organisation, and we serve CPF members knowing that our work we make a difference. Professional Growth – At CPF Board, you will have the opportunity to learn on the job, acquire new skills, and broaden your knowledge. Although you are joining one organisation, you will have access to many career paths in the years ahead. People and Culture – When you join CPF Board, you become part of a mission-oriented organisation with a strong culture of teamwork, collaboration, and innovation. Our people are our greatest asset, and we champion a culture of respect, diversity, and inclusivity, where every voice is heard and contributions are recognised and celebrated. We are a recipient of the Enabling Mark (Gold) by SG Enable, we welcome candidates with disabilities and are committed to providing an inclusive and supportive work environment. Come and be a part of #TeamCPF today, to make a difference in the lives of others and in the future of Singapore. To learn more about CPF Board, visit our website at www.cpf.gov.sg.