Manager/Assistant Manager, Service Policy and Leadership, ServiceSG, PSD

[About ServiceSG] The Singapore Public Service wants to transform the service experience for citizens receiving public services. Our ambition is to transform the current citizen experience of public services, from one of having to navigate across different functional agencies to get things done, to an experience of the public service “knowing, understanding and interacting with me as One”. ServiceSG, a department within PSD, has been set up to champion integrated public service delivery. It works with different agencies across the public service to integrate over 600 services around key moments of life of citizens, and serve citizens in an integrated way, through a central omni-channel service delivery system comprising a digital platform (“LifeSG”), a network of physical ServiceSG centres and a central contact centre. ServiceSG is working to establish an integrated data, digital architecture and clear inter-agency operational processes to drive the omni-channel WOG service delivery. The Service Policy and Leadership team within ServiceSG helps to strengthen the development of the service functional domain by uplifting service policies and standards, implementing service leadership and workforce development programs, operationalise IT tech enabling infrastructure across whole of government and fostering a service excellence culture. You will get the opportunity to be involved in exciting initiatives to transform our citizens’ experiences.

Key Responsibilities Reporting to the Assistant Director, your responsibilities will include, and are not limited to the following: Career Developer: • Lead the implementation of a range of career development programmes to uplift service officers’ capabilities and growth in the organisation. • Guide and support service officers’ understanding of their career development options and potential career pathways to achieve their career goals. • Review and evaluate the effectiveness of existing career development programmes and pathways, and recommend changes where needed. • Partner internal and external stakeholders to implement career development initiatives and resources, and to redesign jobs to facilitate career transition. • Use data and analytics to derive HR insights and propose appropriate course of action. • Drive the review and enhancement of HR policies, develop implementation roadmaps, and lead change management efforts to ensure effective communication and smooth adoption across the whole of government. Talent Management: • Understand how the organisation’s talent management strategy complements whole-of-government talent management strategy. • Develop and implement talent management plans, encompassing nomination, appointment, engagement, aligned with relevant frameworks and initiatives. • Identify leadership development trend and initiatives for the service workforce. • Partner training providers to curate L&D interventions and strategies that are aligned to service workforce needs.

We are looking for motivated and independent individuals who can work in a team setting, in a fast-paced environment. You should be comfortable with ambiguity, be action-focused, and be comfortable to explore new ideas and work them to deliver desired outcomes. Key Competencies Required • [Service Workforce Capability Development] Develop the skills and knowledge of the service workforce through various methods of learning and good knowledge management practices. Identify HR trends and emerging workforce needs to inform new policy design. • [HR Business Partnering] Facilitate and recommend HR solutions based on the needs of agencies’ business priorities, perspectives and desired outcome. Anticipate potential concerns from Service Delivery officers on HR/Service policies and processes, and propose alternative solutions or customisation to address them. • [Service Strategy and Policy Planning]: Develop and maintain service-related policies, plans, schemes and activities to achieve outcomes in line with the service vision. • [Thinking Clearly and Making Sound Judgements]: Strong analytical and critical thinking abilities. Able to work with ambiguity and loosely defined problem spaces and synthesise data points and ground realities to sense-make, propose and implement sound and timely solutions with stakeholders in mind. • [Working Effectively with Stakeholders]: Influence and get agencies to see beyond their individual agency’s missions, towards a collective purpose of seamless service delivery for the citizens. You must possess the ability to communicate effectively through written and oral presentation. • [Creative Thinking and Problem Solving]: Contextualise and apply design methodologies and processes to uncover insights and tackle workforce-related challenges. You would be required to demonstrate creativity in brainstorming solutions to complex issues.