Assistant Director, Service Excellence

The Judiciary - comprising the Supreme Court, State Courts and Family Justice Courts - is one of the three constitutional pillars of government in Singapore. Known collectively as SG Courts, we are integrated and coordinated to serve as one judiciary. As an organ of state, the Judiciary’s function is to independently administer justice. Headed by the Chief Justice, we are a forward-looking, innovative and trusted judiciary. Built on judicial professionalism and transparency, we maintain the highest standards of integrity in safeguarding our community. We pledge to ensure equal and continuous access to justice, and we are committed to deliver justice that is fair and impartial. A career in SG Courts will enable you to help us achieve the Judiciary’s vision of inspiring public trust and confidence in providing an effective and accessible justice system in an outward-facing, court user-centric Judiciary. We welcome you to join our team as: ASSISTANT DIRECTOR, SERVICE EXCELLENCE COMMUNICATIONS AND SERVICE EXCELLENCE DIVISION

We are seeking a dynamic and experienced professional to join our Service Excellence Department. As a key member of the team, you will lead service excellence initiatives that drive operational excellence and ensure the highest standards of public service delivery. You will be responsible for managing service operations and policy frameworks to continuously enhance the court user experience. You will contribute to, but not limited to, the following job areas: • Handle written correspondences across multiple channels including emails, letters, and online forms, ensuring timely and quality responses to public enquiries and feedback. • Oversee the triage functions to ensure that incoming correspondences are assigned to relevant subject-matter-experts in a timely manner. • Review and update service policies and procedures to align with evolving court users’ needs and priorities, whilst ensuring compliance with standard operating procedures. • Evaluate emerging technologies and innovative solutions to enhance service delivery capabilities and operational efficiency across the department. • Collaborate with stakeholders on other ad-hoc projects and service-related initiatives that enhance and elevate court users’ experience.

• Degree in communications, business administration or service design-related disciplines • 3 to 7 years of relevant experience in service operations or policy development • Strong analytical and problem-solving skills with ability to identify root causes and develop effective solutions • Excellent written and verbal communication skills, with ability to engage stakeholders at all levels • Experience in developing, implementing, and reviewing service policies and procedures • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and familiarity with Customer Relationship Management (CRM) systems • Experience with digital transformation initiatives and service innovation would be advantageous Personal Attributes: • Strong commitment to public service excellence with knowledge of best practices • Meticulous attention to detail with ability to work under pressure • Adaptable to changing priorities with a collaborative mindset and strong teamwork skills • Self-motivated with ability to work independently and as part of a team Note: The successful candidate will be appointed on a one-year probationary contract in the first instance. Only short-listed candidates will be notified. Thank you for your interest in this position and in the Judiciary.