Manager/ Assistant Manager (Operations & Engagement), Culture Pass Office

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. This position will be responsible for developing and implementing customer service strategies, managing helpdesk and ground operations, and ensuring excellent customer experience across all touchpoints.

What you will be working on: 1. Helpdesk Management • Oversee helpdesk operations to ensure enquiries are promptly addressed/escalated for action • Develop and implement helpdesk protocols, scripts, and quality assurance measures • Monitor performance metrics and implement continual improvements 2. Customer Service and Operations • Maintain high standards of customer service across all touchpoints • Draft written replies to citizens’ enquiries • Implement customer feedback mechanisms and analyse data to improve service delivery • Ensure seamless integration of customer service across call centre, helpdesk and ground operations • Monitor established key performance indicators (KPIs) for Operations team 3. Stakeholder Engagement • Liaise with internal departments and external partners to ensure coordinated service delivery • Collect and act on feedback from team members and key stakeholders to improve operations 4. Event Strategy & Execution • You will support the team to conceptualise, plan, and execute events specifically designed to achieve direct user conversions. This includes on-ground activations, partner events, and community activities that provide opportunities for immediate sign-ups. • You'll be responsible for supporting the event logistics and optimising the event experience to maximise conversion rates. 5. Partnership & Stakeholder Engagement • You will support the team to identify and cultivate strategic partnerships with cultural institutions, brands, community organisations and relevant intermediaries and partners that can amplify Culture Pass's reach across their channels. 6. Risk Management • Identify potential risks in customer service and ground operations • Develop and implement risk mitigation strategies • Develop SOPs and ensure proper documentation for audits 7. Secretariat and Administrative Support • Rostered as part of the team to provide secretariat support to the Culture Pass Office at key meetings. Support Project Director to coordinate meeting agendas, ensure proper record keeping of meeting discussions and track Matters Arising.

1. Experiences: • Minimum of 3 -5 years of relevant working experience, preferably in the public sector 2. Competencies: • Excellent written and oral communication skills • Strong analytical skills with the ability to interpret data and implement improvements • Proficiency in project management and the ability to multi-task effectively • Ability to engage and build relationships with diverse stakeholders at all levels 3. Personality Traits: • Strong team player with a customer-centric mindset • Innovative and adaptable approach to problem-solving • Ability to deliver high-quality results within specified timelines • Proactive and resourceful in addressing operational challenges