The Singapore Police Force (SPF) plays a critical role in keeping Singapore safe and secure with our mission to prevent, deter and detect crime.
We are seeking a dedicated Assistant Service Quality Officer to manage Traffic Police's service request operations and enhance service delivery standards. This role is crucial in optimising service quality processes and stakeholder management within the Traffic Police. You will be handling complex service requests and implementing service improvement initiatives, directly contributing to the Traffic Police's commitment to excellence in public service delivery.
You will be placed under the Management Executive Scheme
Assistant Service Quality Officer (Contract) - SPF/ TP
MHA - Singapore Police Force (SPF)
Permanent/Contract
Closing in 4 day(s)
What the role is
What you will be working on
Service Request Operations Management
In this role, you will handle the daily Service Request (SR) operations, including triaging, assigning, and prioritising work to optimise team resources. You'll handle complex service requests involving cross-cutting issues, complaints, and senior management escalations.
Process Enhancement and Innovation
You will spearhead process improvement initiatives within the Service Quality Branch, including reviewing and enhancing SR management processes. This involves identifying areas for improvement, incorporating technological solutions such as robotic process automation, and developing operational policies. You'll also establish and track performance indicators to ensure continuous improvement in service delivery standards.
Stakeholder Engagement and Service Excellence
A key aspect of your role involves partnering with Traffic Police branches to enhance service delivery. You'll analyse feedback patterns, identify operational issues, and work collaboratively with branches to implement solutions. This includes developing public communications plans, service guidelines, and initiatives to elevate service standards through targeted training programmes.
SPF-Level Project Management
You will represent Traffic Police in SPF-level service delivery projects, working on initiatives such as SPF website enhancements and Police Services Call Centre improvements. This involves coordinating with multiple stakeholders, assessing impact on TP processes, and ensuring smooth implementation of new service initiatives.
What we are looking for
Requirement
• Experience in service-related industries or civil service dealing with frontline issues preferred
• Strong analytical thinking capabilities
• Good written, verbal, and interpersonal communication skills
• Committed and resilient under pressure
• Resourceful and adaptable to changing public expectations
• Strong stakeholder management skills
Short-listed candidates will be notified within two weeks after the closing date of applications.
About MHA - Singapore Police Force (SPF)
MHA - Singapore Police Force (SPF)
About your application process
This job is closing in 4 day(s).
If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within MHA - Singapore Police Force (SPF) or the wider Public Service.