Take charge of the Frontline Services team to deliver the full spectrum of Frontline offerings to customers, spanning Advisory services, Special Pass Services, Card Registration Services, and other services catering to Work Pass holders and their dependents. Additionally, maintain vigilant oversight to ensure that service standards are consistently met and upheld. Create and execute initiatives aimed at enhancing the customer experience, deepening our understanding of customer requirements and feedback, and optimising resource utilisation for increased productivity. Future planning and strategy work for manual touchpoints and serves as the primary point of contact for policy and strategy matters related to Service Delivery and Operations. As part of service transformation, to take the lead in propelling endeavours towards simplifying customer journey and work with internal stakeholders to improve the accessibility of the Ministry’s services for our customers and to advance change management where necessary within the Frontline Services team.

• Collaborate with the internal backend business divisions responsible for backend operations to formulate or improve workflows to ensure smooth implementation at the frontline when implementing new policies, programs, or initiatives. - Cascade final plans/processes/exceptions to the Frontline Services team before implementation. - Monitor effectiveness of new policies and programmes and provide feedback to line units for review and improvement. • Lead strategic planning initiatives to enhance manual touchpoints and frontline services, ensuring optimal customer experience and operational efficiency. - Serve as the primary point of contact for policy and strategy matters related to Service Delivery and Operations. - Develop and implement forward-thinking strategies to improve customer responsiveness across all manual interaction channels. • Cultivate a robust service culture and encourage an innovative and experimental mindset to ensure the ongoing enhancement of service operation processes. - Developing/Maintaining practices including coaching and guidance to engender a culture of excellent service within the frontline counter team. This could also involve capability building of officers, by focusing on structured training and development of Frontline Services officers. - Fine-tune remedies to combat gaps/deficiencies or to promote best practices within the frontline counter team. • Utilise data analytics to predict and identify feedback trends and patterns and develop capability to project and solve operational issues before feedback arises. - To train and sensitise officers when interacting with customers across touchpoints to identify and flag out companies who may be at financial risks to warrant further proactive checks, so that more timely interventions by ops department can be made. - Work with team to prepare and/or analyse data and statistical reports for the purpose of Management reporting. - Perform regular reviews to evaluate the success of newly implemented strategies to ensure robustness in service improvement plans. • Identify and drive continuous process and service innovation initiatives in the review of processes, leveraging IT solutions to improve service delivery. - To identify opportunities for service innovations including enhancing cross channel service management (physical and digital touchpoints) and streamlining of processes to enable smooth service experience. - Lead and work closely with the project team to ideate, drive procurement, project management and delivery of new customer-facing IT system or enhancements to existing system(s) so that they can adapt to changing business needs. - Manage the alignment of vendor’s services to meet requirements, service standards and service goals. • Participate in inter-agency/cross divisional project teams, aimed at testing and fine-tuning customer processes linked to new programs, while also ensuring a seamless frontline implementation. • Manage the budget and to ensure that all approved projects are delivered within agreed milestones and approved budget.

We are looking for self-motivated individuals who value integrity, teamwork and take pride in going the extra mile to provide excellent service to customers. This individual should be a customer service advocate and is able to independently drive projects assigned and collaborate with related stakeholders to improve customer service experience. In addition, an ideal candidate should possess the following: • A Bachelor Degree in any discipline • At least 3 years of proven experience and/or track record working with vendors • Has experience in quality service management and/or customer service management • Strong in project management and has good interpersonal skills - able to manage and lead people of diverse backgrounds and different positions • Data-driven with strong quantitative and qualitative analytical skills, and high attention to details • Assume ownership of projects and work with minimum supervision • Has good organisational, management and administrative skills • Has good verbal and written communication skills • Strong persuasive writing and presentation skills • Resourceful and resilient Good to have • Experience using Microsoft Dynamics 365 • Experience in visualisation tools such Tableau/Power BI/Python an advantage

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.