Assistant Director / Senior Manager (Planning and Operations), Culture Pass Offi

The Culture Pass Office is a newly established inter-disciplinary department within the Ministry of Culture, Community, and Youth (MCCY). This department is tasked with leading a groundbreaking national initiative aimed at fostering cultural engagement and participation among a targeted demographic within our community. The goal of this initiative is to democratise access to arts and culture, encourage exploration and appreciation of diverse local arts and cultural offerings, and support the growth and sustainability of the local cultural ecosystem.

1. Strategic Guidance and Direction: Set priorities, targets and provide leadership guidance to the Operations unit to ensure that deliverables meet the department’s objectives. Work with other units and external stakeholders to deploy resources and logistical support at approved engagement events. Review resource requirements and service indicators to improve programme outcomes for our stakeholder groups. 2. Operational Oversight: Oversee the call centre and helpdesk operations. Collaborate with key partners to triage and coordinate timely responses to public feedback. Coach the team to draft responses to complex queries. Develop and update customer-centric workflows and SOPs to enhance service delivery and operational efficiency. Liaise with internal and external stakeholders to streamline and harmonise processes across our touchpoints with the public. 3. Stakeholder Engagement and Management: Collect feedback from team members and key stakeholders to identify areas for improvement across all phases of the project. 4. Performance Monitoring and Tracking: Implement systems and processes for accurate and timely collection of performance data related to KPIs. Analyse performance data to identify trends, deviations from targets, and potential areas for improvement. 5. Risk Management: Establish the system of conducting regular review of operational processes for call centre, helpdesk and public engagements to ensure these are effective and efficient. Proactively identify potential risks and develop risk mitigation strategies to ensure that programmes are delivered while upholding high standards of governance and quality. 6. Perform any taskings and duties as directed by Project Director and Deputy Project Director.

We are looking for a motivated individual who takes pride in going the extra mile to deliver excellent service to our citizens. Experience: • At least 5 years of working experience (with public service experience an advantage). Competencies: • Thinking Clearly and Making Sound Judgements: You synthesize information across various data points along with a good sense of ground realities to make timely and decisive actions. You consider stakeholder needs as well as short- and long-term implications when putting up recommendations to enhance ops efficiency and effectiveness. • Working Effectively with Citizens and External Stakeholders: You reach out, influence and mobilise stakeholders towards Culture Pass objectives and outcomes. You engage our stakeholders to co-create solutions that work. You possess excellent communication (written and verbal) and presentation skills, foster positive relationships with our partners and proactively identify opportunities for collaboration. In addition, you anticipate and manage critical citizenry issues with patience, humility and promptly. • Serving with Heart, Commitment and Purpose: You are a role model of, and ensure that your team upholds, the Public Service values in the course of their work. You guide your team to demonstrate care and empathy in delivering services to our citizens and stakeholders. You ensure your team delivers with high standards, and you take responsibility for the team’s collective performance. • Stewarding Systems: You build, sustain and refresh systems, processes and operating procedures. You actively explore technology and tools to simplify work processes and enforce measures to safeguard data. Knowledge is retained and transferred within the team and across the department through adoption of good knowledge management practices.