A career in SG Courts will enable you to help us achieve the Judiciary’s vision of inspiring public trust and confidence in providing an effective and accessible justice system in an outward-facing, court user-centric Judiciary.
As the Director of Service Excellence, you will lead the teams that serve as the face of the Judiciary. You will be responsible for the smooth running of all public-facing operations and for building a strong service culture across our courts. Your goal is to ensure that every interaction a member of the public has with us—whether at a counter or over the phone—is professional, efficient, and helpful.
SG Courts - Supreme Court, State Courts and Family Justice Courts
Director, Service Excellence
Permanent/Contract
Closing on 08 May 2026What the role is
What you will be working on
Operational Management:
Oversee the daily operations of all service hubs, information counters, and the Judiciary Call Centre across the Supreme Court, State Courts, and Family Justice Courts.
Public Feedback & QSM:
Lead the Quality Service Manager (QSM) team in managing and resolving public feedback for all three courts, ensuring responses are handled with care, empathy, and professional standards.
Service Culture & Capability:
Drive initiatives to promote a more customer-centric mindset among staff and frontline officers to improve the overall experience for court users. This includes partnering with the HR department to develop training programs that equip staff with the skills to handle complex interactions and maintain high service standards.
What we are looking for
Work Experience and Competencies:
• At least 15 years of relevant experience
• Proven experience in a senior leadership role within service management, operations, or customer experience.
• Proven ability to lead teams in managing and resolving diverse public feedback.
• Experience in driving mindset-change initiatives and fostering a positive service culture across an organization.
• Strong track record in managing frontline operations and maintaining consistent service standards.
Personal Traits:
• A visionary leader with a passion for public service and user-centricity.
• Excellent communication and interpersonal skills, with the ability to engage stakeholders at all levels.
• High emotional intelligence and resilience in managing complex public feedback.
• A proactive and solution-oriented approach to operational challenges, with a mindset of continuous improvement.
About your application process
This job is closing on 08 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 SG Courts - Supreme Court, State Courts and Family Justice Courts or the wider Public Service.
About SG Courts - Supreme Court, State Courts and Family Justice Courts
The Judiciary - comprising the Supreme Court, State Courts and Family Justice Courts - is one of the three constitutional pillars of government in Singapore. Known collectively as SG Courts, we are integrated to serve as one judiciary. As an organ of state, the Judiciary’s function is to independently administer justice. Headed by the Chief Justice, we are a forward-looking, innovative and trusted judiciary. Built on judicial professionalism and transparency, we maintain the highest standards of integrity in safeguarding our community. We pledge to ensure equal and continuous access to justice, and we are committed to deliver justice that is accessible, fair and impartial. The Judiciary strives to innovate and evolve to face challenges in an increasingly complex world. Hence, we are committed to our shared vision of “A trusted Judiciary. Ready for Tomorrow”