Assistant Director (Operations Policy & Strategy), FLG/IGS

Family Life Group (FLG), under the Ministry of Social and Family Development (MSF), aims to strengthen and support families through their different life stages, so as to realise the vision of making Singapore the best place for family life through our policies, programmes and publicity efforts. Inter-Generational Support (IGS), under FLG, encourages legacy planning through the Lasting Power of Attorney, protects the dignity and safeguards the interests of vulnerable persons lacking mental capacity (P) through deputyship supervision and supports the reconciliation of families. You will be joining the Operations Policy and Strategy team within the Development and Engagement Unit. Specifically, you will lead the design and transformation of the deputyship service journey, with your work underpinned by strong understanding of deputyship applicants caregivers and other related stakeholders as well as their pain points. You will also working closely with other government agencies including Judiciary, Public Service Division (PSD) ServiceSG, and Agency for Integrated Care (AIC). You will work across policy, operations and digital teams to design end-to-end services that meet user needs while delivering public value.

(I) Service Design and Delivery - Lead a team to conduct user research, understand pain points and be the voice that advocates for the user - Synthesise and develop a bird’s eye view to understand users’ needs (e.g. through service journey maps, service blueprints and other artefacts) to identify improvement opportunities. - Apply human-centred and systems-thinking approaches to policy, operational and service challenges - Lead the design and improvement of deputyship services across digital and non-digital-channels (I) Stakeholder Engagement - Facilitate co-creation and service design workshops with deputies and other relevant stakeholders - Translate user insight into clear recommendations - Design enhanced service experiences that balance user needs with operational and regulatory constraints) and ensure solutions lead to mutual wins for both the user and the business unit (II) Implementation and change - Move from discovery into implementation through rapid prototyping and iteration - Refine and develop plans for scaling using evidence-based approach - Define, collect and analyse metrics for service performance and user outcomes - Drive forward momentum of projects with internal and external stakeholders including vendors and partnering agencies in agile manner.

• Heart for the user (deputies and the persons they are caring for), with maturity to balance user needs with business considerations • Service design, UX, or design for public services • Strong research and analytical disposition and skills • Strong understanding of end-to-end service delivery in complex landscape • Excellent writing, communication and interpersonal skills • Strong collaboration, facilitation and stakeholder management skills • Meticulous, innovative, resourceful, outcome driven, able to work independently and in a fast-paced environment • Project management skills The work location is in Bishan. You will be notified whether you have been shortlisted within 4 weeks from the closing date of this job posting.