Communicable Diseases Agency

Manager (Quality Service Management)

Fixed Terms

Closing on 02 Apr 2026

What the role is

As Manager (Quality Service Management), you will be involved in managing public enquiries and feedback, including during outbreak situations. You will also assist in developing and implementing quality service management initiatives and standards for CDA.

You will be working in a fast-paced and dynamic environment that requires the ability to manage multiple priorities and stakeholders at the same time.

What you will be working on

Oversee daily operations relating to CDA’s public feedback channels, handle complex public enquiries and feedback, and develop FAQs to support the work of divisions in responding to public queries.
Assist in establishing quality management frameworks and initiatives through standardised processes, procedures and performance metrics to ensure service excellence
Evaluate service performance through data analysis and customer insights to drive improvements across all service delivery channels
Collaborate with internal and external stakeholders to deliver consistent quality service outcomes

What we are looking for

Minimum tertiary qualifications in business administration, quality service management, customer experience management, public relations, or a related field
3 years in driving service quality initiatives and responding to public enquiries and feedback
Service-oriented with a commitment to delivering exceptional public service, particularly during health emergencies when public concerns are heightened
Collaborative team player who works seamlessly across divisions and with external partners
Excellent communication and written skills to respond effectively to public enquiries, and engage with stakeholders at all levels
Deep understanding of customer needs, anticipating information requirements and proactively addressing service gaps
Ability to thrive in a fast-paced environment and work under tight timelines

As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.

About your application process

This job is closing on 02 Apr 2026.

If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within Communicable Diseases Agency or the wider Public Service.

About Communicable Diseases Agency

The Communicable Diseases Agency (CDA) was established in 2025 as a statutory board under Singapore's Ministry of Health (MOH) to serve as the central authority for public health policymaking to manage and control the threat of communicable diseases. This is aimed at strengthening Singapore's public health capabilities built during the COVID-19 response to ensure a unified command and coordinated approach across all situations, from routine disease control to future outbreaks. CDA safeguards the nation from communicable diseases through disease surveillance, outbreak investigations, vaccination programs, public education, and global health collaboration. Beyond domestic activities, the CDA aims to expand Singapore’s global outreach and foster collaboration with international partners.

Learn more about Communicable Diseases Agency