You will be part of the Frontline Services team at Ministry of Manpower (MOM) to deliver quality service to customers ranging from Advisory services on employment and work pass related issues to transactions and management of vendors for outsourced services. You will provide insights from your interactions with customers to help inform process and policy review. You will play a crucial role in supporting MOM’s service delivery transformation including reviewing and re-designing customer journeys and business processes as well as leveraging new technologies to achieve seamless and effective service delivery.

[The seniority of appointment and actual corporate job title will commensurate with individual work experiences. Depending on the actual deployment, the weightage of responsibilities below could differ across the different work areas.] • Provide case-specific advisory services on employment and work pass matters to customers in-person at MOM Services Centre and through video conferencing platform in a professional manner • Keep abreast with prevailing policies and processes to provide accurate advice to customers and resolve customers’ issues effectively • Utilise data analytics to identify customer trends and insights for timely interventions • Manage and guide vendor in daily operations and ensure vendor meets its performance KPIs for outsourced services • Coordinate with internal stakeholders to develop and review operational SOPs and escalation protocols to optimise service delivery and operational efficiency. • Support service transformation initiatives to drive seamless and effective service delivery e.g., review and redesign customer journeys, business process reviews and redesign, ops-tech integration projects and capability building etc.

We are looking for proactive and motivated individuals who can work autonomously in a fast-paced environment. The individual should be a team player who is comfortable in navigating ambiguity and diverse opinions to work with others to deliver desired outcomes. If this feels like an exciting challenge, something you are enthusiastic about, apply now to join our team! Requirements: • Demonstrate strong customer-centric outlook with relevant experience in service delivery, service-tech innovation, service operations planning, vendor management and/or managing projects related to customer experience and service design • Possess excellent communication and interpersonal skills, and the ability to engage internal and external stakeholders • Able to relate well to people from all backgrounds and handle difficult customers/sensitive issues in an empathetic and professional manner • Patient and effective problem solver • Handle customers from various regions including Southeast Asia, South Asia and East Asia, proficiency in a second language such as Tamil, Malay, Hindi, Mandarin etc. will be an added advantage • Data-driven with good quantitative and qualitative analytical skills. 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.