The Service Quality team sits within the Service Planning Division under Services Group. The team drives improvements in the sector’s service capability to achieve better efficiency and outcomes for service users. This is accomplished through (a) reviewing existing data that measures the sector’s service capability to identify areas of need, (b) design and roll out targeted initiatives, including the adoption of service standards, collaboration, empowerment, and innovation; and (c) supporting the sector to do sandboxing and prototyping of new service solutions.
Manager / Senior Manager, Service Quality
National Council of Social Service
Fixed Terms
Closing on 23 Jun 2025
What the role is
What you will be working on
1. Review data on sector’s service capability
• Develop a service capability framework to guide team’s work
• Review existing service capability data, assess current data gaps and work with partners to ensure there is a good pipeline of data to assess and monitor sector’s capability regularly
• Assess gaps in the sector and identify intervention areas
2. Design and implement targeted initiatives to the sector
• Investigate reasons and issues faced by SSAs on the identified gaps
• Cultivate and grow sector’s capabilities in enablers (Service standards, Innovation, Collaboration, Empowerment) in systematic ways e.g., incorporate enablers into funding; programmes/ initiatives as part of provision of technical assistance/capability-building to SSAs.
• Develop relevant resources for sector and push utilisation and adoption, including self help resources, training courses, Design challenges
3. Sandboxing and nurturing prototypes
• Support selected projects from prototype-pilot phase to mainstream grow-scale phase
• Piloting the enhanced service model, measure and evaluate effectiveness, and assess application to scale the model to other programmes
• Disseminate of learnings to wider sector
What we are looking for
Personal Competencies:
Thinking Clearly and Making Sound Judgements
Serving with Heart, Commitment and Purpose
Social Service Sector Knowledge
Project Management
Social Service Planning
Design Thinking
Skills Required:
• Programme design, implementation, and evaluation
• Project Management
• Critical thinking and Analytical
• Good interpersonal skills
• Basic data analysis
Experience & Special Certification(s):
• Social sector/domain knowledge
• Experience in implementing programmes in the sector an advantage
Only shortlisted candidates will be notified.
About National Council of Social Service
NCSS is the umbrella body for over 500 member social service agencies in Singapore. Its mission is to provide leadership and direction in enhancing the capabilities and capacity of our members, advocating for social service needs, and strengthening strategic partnerships, for an effective social service ecosystem. Community Chest and Social Service Institute (SSI) are part of NCSS. For more information visit www.ncss.gov.sg