[OTPD] Manager / Senior Manager (Ops-Tech & Processing Department)

The Manager/Senior Manager will champion policy, operations, and technology integration whilst implementing service innovation initiatives within the Registry domain. This role encompasses reviewing and reimagining operational processes through data analysis, design thinking, and the strategic use of digital tools to develop solutions that enhance service delivery, efficiency, and customer experience.

You will be involved in planning, reviewing and implementing innovative solutions to address operational challenges: • Reviewing existing processes and identify improvement opportunities o Work with operational, legal, policy and technical teams to review and map existing ‘as is’ and ‘to be’ to identify gaps, pain points and opportunities for service enhancement or digitalisation o Work with the various stakeholders in defining the problem statement, product vision and Objective & Key Results (OKR) for the opportunities that may arise o Create clear and compelling presentations to secure stakeholder buy-in across various levels of the organisation o Develop documentation, templates and guides to ensure compliance with new SOPs and processes • Analysing Data to develop insights to guide design and development of processes o Work with data teams to identify and structure datasets that enable process improvement, data analytics, and predictive insights. o Perform data analysis to understand customer behaviours and operational trends to inform decision-making. o Designing feedback loops to continuously monitor process performance, capture user feedback, and iterate on solutions based on real-time data and evolving business needs. • Supporting product development and change management o Provide requirements and clarity to technical partners or in-house development team to ensure product meets OKR set o Collaborate with technical partners or in-house development team to plan, coordinate and execute testing, refinement and operationalising of the product. o Support change management and stakeholder engagement to ensure smooth adoption product or new processes. • Evaluation of new tools and solutions o Stay informed about emerging tools and platforms offered by WOG or technical partners o Actively evaluating their potential applications and use cases to enhance existing processes and identify opportunities for innovation within the Registry domain

• Degree in Computer Sciences, Business Analytics, Infocomm Technology, Engineering or has been working in related fields with minimum 3-5 years of experience that demonstrates strong analytical and problem-solving capabilities. • Good understanding of web/system design and development, with a portfolio demonstrating user-centric design solutions. Familiar with process mapping, service design, and design thinking methodologies. • Demonstrate strong ability to craft compelling narratives that effectively convey complex information to diverse audiences and drive stakeholder engagement. • Proficient with popular design tools and software such as Miro, Figma, etc. • Knowledge or hand-on experience with digital tools such as UiPath, Dataiku, AWS SageMaker, Python, Microsoft Power Platform etc., to prototype and develop Proof-of-Concepts (POCs) or Minimum Viable Products (MVPs) for process automation and service optimisation will be advantageous.