Assistant Manager/ Manager (Service Planning), ECDA/PN

The Partnership Division (PN) Division in the Early Childhood Development Agency (ECDA) aims to catalyse ECDA’s transformation and uplift the image of the Early Childhood (EC) sector by: a. Driving publicity and awareness of key EC initiatives through promotion and engagement strategies; b. Providing high customer service through positive and consistent service experience; and c. Facilitating customer-centric products, processes and policies through service journey reviews. The Service Planning (SvP) Branch under ECDA’s Partnership Division drives service innovation and continuous improvement to enhance the experiences of educators, parents, and partners across ECDA’s touchpoints. We use design thinking, service journey mapping and data-driven insights to review end-to-end experiences, co-create solutions with stakeholders, and strengthen ECDA’s service culture. Our goal is to deliver a delightful preschool journey and service experience for all. This role focuses primarily on feedback management. You will help to strengthen ECDA’s approach to collecting, analysing, and responding to feedback across multiple channels, ensuring that insights are translated into meaningful service improvements. You will work closely with internal ECDA divisions, external partners, vendors and sector stakeholders to strengthen ECDA’s feedback management ecosystem and improve service experiences in a meaningful and sustainable way.

The Assistant Manager/Manager will report to the Assistant Director and will work closely with a team of officers on the following: A. Feedback Management and Service Culture & Capability • Feedback Management & Governance Support the strategic development, implementation, and review of feedback management frameworks and processes to enhance service excellence, including overseeing feedback operations, leading cross-division case management, monitoring performance, and ensuring adherence and maintenance of service standards. • Stakeholder Engagement on Feedback Matters Engage internal community of feedback management representatives and lead them in service excellence efforts. • Service Culture & Capability Building Contribute to initiatives that foster a strong service culture, build ECDA staff’s service delivery capabilities and deliver exceptional customer experiences, through supporting initiatives such as learning communities, knowledge-sharing platforms and learning opportunities, and training programmes to enhance service delivery competencies. B. Operations policy work and cross-divisional collaboration • Participate in the review and implementation of operational policy and strategy projects, working with other divisions in ECDA on cross-cutting projects to strengthen partnership capabilities and operational excellence efforts. • Involved in other customer-centric initiatives in the Partnership Division.

• Background in Social Sciences, Business, Public Policy, or related disciplines. • Strong interest in user feedback, service innovation, customer experience and public sector transformation. • Strong analytical, problem-solving and project management skills. • Ability to analyse diverse feedback sources and translate insights into clear, actionable recommendations. • Strong written and verbal communication skills, with the ability to present insights effectively to diverse audiences. • Good stakeholder management and communication skills, with the ability to work across teams and with external partners. • Relevant experience in service design, feedback management, policy work or customer experience improvement would be an advantage.