You will be part of a dynamic team in the Customer eXperience Department (CXD) at the Ministry of Manpower (MOM), where you will drive efforts to raise the organisation's service quality and standards. You will champion service excellence by implementing innovative culture and capability building initiatives that enhance officers' skills and cultivate a strong service-oriented culture across MOM.
Ministry of Manpower
Senior / Manager, Service Standards and Capability Building, CXD
Permanent/Contract
Closing on 15 Apr 2026What the role is
What you will be working on
• Manage complex customer issues through close collaboration with MOM divisions and external agencies to ensure effective resolution
• Investigate service feedback, review delivery processes and standards, and execute service recovery measures
• Conduct service quality checks to identify improvement areas and monitor performance standards of MOM divisions
• Develop service culture initiatives and manage communications to build service excellence mindset and practices that enhance customer satisfaction across MOM
• Design and deliver capability building programmes to enhance officers' service skills and drive service quality improvements
• Ensure end-to-end MP appeal processes and prepare timely performance reports and analyses for political office holders and senior management
What we are looking for
• Relevant experience in quality service management, capability building and/or service delivery
• Strong analytical, problem-solving and communication skills with understanding of public service values
• Proven experience in developing service initiatives and managing stakeholders effectively
• Excellent time-management and attention to detail with commitment to quality outcomes
• Self-motivated and able to work independently
• Proficiency in Microsoft Office, GenAI tools (e.g., Pair) and design tools (e.g., Canva) will be an advantage
About your application process
This job is closing on 15 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 Ministry of Manpower or the wider Public Service.
About Ministry of Manpower
Championing Human Potential for a Thriving Singapore
Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore.
As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward-looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.
Learn more about Ministry of Manpower