Manager/Senior Manager (Service Management and Capability)

The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development (MSF)’s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meet our high standards. We are seeking a dynamic individual to manage and optimise our web platforms, oversee digital services, and champion service innovation across MSF's touchpoints. Working closely with stakeholders, you will leverage data analytics and technology to enhance customer experience through strategic service design and delivery, whilst fostering service culture throughout the organisation.

A. Service culture • Propagate MSF service philosophy through campaigns and outreach initiatives across the organisation • Foster service delivery excellence among MSF officers through targeted engagement and training • Manage partnerships with external vendors for campaign execution and event management • Evaluate and optimise outreach effectiveness through systematic feedback collection and analysis B. Website and digital services management • Lead the MSF corporate website migration to new content management system platform • Oversee website maintenance and technical operations, including: o Content management and regular audits o Technical performance monitoring and optimisation o Public enquiry management o Analytics tracking and reporting • Ensure digital services meet key performance indicators for accessibility, SEO, and system reliability • Drive continuous improvements to website user experience and interface design C. Service innovation • Spearhead the implementation of virtual assistance solutions (chatbots, AI recommender) • Identify and evaluate solutions and best practices to enhance service delivery • Lead digital transformation initiatives to improve customer experience

A. Experience • Minimum 3 years of experience in any of these fields: o Customer Service Management o Communications and Engagement o Marketing and Brand Management o Website Management and Digital Content Experience across multiple areas is advantageous but not essential. B. Service Attributes • Empathetic - Uses data and feedback to understand user needs and design user-centric solutions for MSF's digital platforms and services. • Professional - Manages multiple stakeholder relationships and technical projects whilst maintaining clear communication across all levels. • Resourceful - Identifies and implements innovative digital solutions to enhance service delivery, particularly during technical challenges or system changes. • Proactive - Anticipates service improvements through regular monitoring of analytics, content performance, and emerging technologies. • Collaborative - Builds and maintains effective partnerships across MSF divisions, vendors, and government agencies to drive service excellence initiatives. C. Functional Competencies • Digital Design & Management o Develop, design and manage digital platforms and services to be user-friendly, customer-centric and reliable • Service Data Management & Analytics o Analyse data to draw insights that enable deep understanding of customer’s needs, while ensuring secured use and storage of data • Service Quality & Standards o Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement • Service Tech Innovation & Application o Use technologies to automate and deliver day-to-day service operations and improve work efficiency • Service Workforce Capability Development o Develop the skills and knowledge of the service workforce through various methods of learning and good knowledge management practices The office location is at Westgate (Jurong East). You will be notified whether you have been shortlisted within 4 weeks from the closing date of this job posting.