Assistant Director / Senior Account Manager, Service Partnership

The Assistant Director / Senior Account Manager will manage key agency accounts, building strong partnerships and collaboration between VITAL and its partners to create value and achieve shared success. The role also involves leading organisation-wide service initiatives that enhance VITAL’s service quality, reliability and excellence. Assistant Directors will additionally provide direct supervision to a team of Account Managers in account management and service delivery.

1. Client Relationship and Account Management • Develop deep understanding of VITAL’s services and client agencies’ businesses and corporate services needs • Serve as the primary point of contact and escalation for client agencies on issues and feedback • Proactively engage agencies to build trust and relationships, learn agencies’ evolving corporate services needs and identify partnership opportunities • Collaborate with internal divisions to address agency needs and concerns 2. Service Delivery and Performance Management • Maintain current documentation on service scope, schedules, performance targets, key performance indicators, and responsibilities • Communicate service fees and resolve disputes in collaboration with agencies, Corporate Finance, and operations units • Analyse, prepare and disseminate service performance reports to service partners 3. Stakeholder Engagement and Meeting Management • Lead agency meetings, prepare materials, document outcomes, and ensure follow-through on action items to closure 4. Business Development and Onboarding • Identify business opportunities and collaborate with internal operations units to extend services to existing or new client agencies to grow subscription base and support service provision • Oversee the end-to-end onboarding of new businesses, including quotation preparation and post-commencement check-ins 5. Service Excellence and Service Management Initiatives • Lead agency engagement efforts and spearhead service initiatives to strengthen service culture, quality, and delivery • Assistant Directors will additionally lead and coordinate strategic initiatives and annual exercises such as billing, while providing oversight for service initiatives managed by Account Managers. 6. Strategic Positioning and Communications • Position VITAL as the central agency for transformation and delivery of corporate shared services across the Singapore Government • Promote VITAL through regular updates on developments and initiatives • Articulate VITAL's Accountability Statement, defining the agency relationship, roles, responsibilities, and commitment to high-quality service delivery with strong corporate accountability 7. Team and Capability Building (applicable for Assistant Directors) • Coach Account Managers by guiding them in managing complex and escalated issues, and reviewing their submissions and work • Supervise Account Managers in managing their work tasks, assigned projects and priorities • Develop standard operating procedures and playbooks to ensure consistent work processes across the team • Identify initiatives to streamline workflows and create upskilling opportunities for Account Managers 8. Governance and Audit (applicable for Assistant Directors) • Ensure prompt coordination with the Auditor-General's Office (AGO), auditors and VITAL internal divisions on audit matters • Coordinate and review responses for AGO requests • Implement improvements arising from auditor recommendations

• A minimum of 3-5 years working experience with at least 2 years of customer service or account management-related experience. Assistant Director should have a minimum of 5-7 years of relevant experience with prior experience in team management. • Strong belief and commitment in pursuing outcomes that are beneficial to the whole-of-government, clients' mission and VITAL's vision. • Strong skill sets in account management, relationship management and stakeholder engagement. • Strong analytical, organisation, solutioning and planning skills. • Strong interpersonal skills. Good oral/presentation and written communications skills (English). • Able to work independently and thrive in a dynamic environment • Service-oriented attitude and able to work effectively in a team. • Prior experience in shared services organisations, engagements and partnerships roles is desirable, although not essential. We regret to inform that only shortlisted candidates will be notified.