This officer oversees HSA's customer service operations through two key areas: preparing responses to public enquiries, such as those on health products and vaping-related matters; and reviewing and implementing new processes to enhance operational efficiency and service delivery.
Health Sciences Authority
Manager, Service Quality
Fixed Terms
Closing on 04 May 2026What the role is
What you will be working on
Public Feedback Management
• Ensure the timely response to public enquiries, such as those related to health products and vaping received through the QSM e-mail. This includes working with the respective division/s on the response/s.
• Facilitate the resolution of complex public feedback including appeals and those requiring multi-agency input
Process Review and Implementation
The officer will assist in the review and implementation of new customer service processes to improve operational efficiency. This includes :
• Establishing query handling protocols, such as triaging and responding to straightforward and more complex enquiries using FAQs, guidelines, SOPs and system access
• Identifying process improvements such as through the use of AI and other efficiency technologies to improve response efficiency
• Developing standardised processes, response templates, and training materials for potential service delivery enhancements
What we are looking for
• The officer should have 3 to 5 years experience in customer service operations, and posses good written and verbal communication skills.
• The officer must also have demonstrated ability to manage concurrent cases, and liaise with multiple parties including those outside of HSA, to prepare the responses to the public. Desirable qualifications include experience in regulatory affairs or health product oversight, project management background, and familiarity with customer service technologies and AI tools.
About your application process
This job is closing on 04 May 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 Health Sciences Authority or the wider Public Service.
About Health Sciences Authority
The Health Sciences Authority (HSA) applies medical, pharmaceutical and scientific expertise through its three professional groups, Health Products Regulation, Blood Services and Applied Sciences, to protect and advance national health and safety. HSA is a multidisciplinary authority. It serves as the national regulator for health products, ensuring they are wisely regulated to meet standards of safety, quality and efficacy. As the national blood service, it is responsible for providing a safe and adequate blood supply. It also applies specialised scientific, forensic, investigative and analytical capabilities in serving the administration of justice.
For more details, visit http://www.hsa.gov.sg/.
For more updates on public health and safety matters, follow us on Twitter at www.twitter.com/HSAsg and LinkedIn at https://sg.linkedin.com/company/health-sciences-authority.
Learn more about Health Sciences Authority