Strategic Communications & Engagement Division (SCED) supports major policy rollouts across communications, engagement and service readiness. Within this, Quality Service Management (QSM) oversees the service management and public feedback arrangements needed to support citizens’ enquiries, feedback and follow-up.
This role will support the set-up and ongoing management of a dedicated outsourced contact centre for a new policy scheme and ensure that the service arrangements are put in place ahead of rollout and managed thereafter during operations.
Ministry of National Development
Assistant Director/Senior Assistant Director, SCED
Permanent/Contract
Closing on 17 May 2026What the role is
What you will be working on
You will lead the set-up and ongoing management of the dedicated outsourced contact centre for a new policy scheme. This includes developing the operating model, service workflows, training requirements, scripts, knowledge base, escalation processes, reporting arrangements and vendor management processes needed for the service to be operationally ready, meet service standards and support ongoing performance monitoring, issue resolution and service improvement.
You will also work closely with various stakeholders on operational readiness, end-to-end testing, implementation and day-to-day service management during rollout and operations.
What we are looking for
We are looking for a candidate with relevant experience in service operations, contact centre operations, vendor management, customer service or case management work. Experience in setting up new service processes or managing outsourced service operations would be an advantage.
Key functional competencies include:
• Service Operations Planning and Management - able to set up and manage service workflows, operating processes, escalation arrangements and service operations
• Customer Service and Case Management - able to understand service handling needs, manage follow-up requirements and ensure proper routing and closure of cases
• Service Quality and Standards - able to monitor service performance, uphold service standards, identify gaps and drive improvements
• Customer Experience and Service Design - able to design service processes and arrangements that support a clear, consistent and reliable experience for citizens
The ideal candidate should also be organised, meticulous, able to work independently and comfortable coordinating across teams, agencies and service providers.
About your application process
This job is closing on 17 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 Ministry of National Development or the wider Public Service.
About Ministry of National Development
The Ministry of National Development (MND), the lead government agency responsible for land use planning and infrastructure development, aims to transform Singapore into an endearing home and a distinctive global city. At MND, we aspire to create a quality, vibrant and sustainable living environment for our people. We also strive to shape Singapore into a world-class city of knowledge, culture and excellence – one which keeps pace with global challenges and the rising aspirations of Singaporeans.
Our Vision:
An Endearing Home, A Distinctive Global City
MND's vision reflects our growing emphasis not just on physical infrastructure, but also on the softer aspects of creating emotional attachment in our people, the global talents and corporations whom we attract here. At the same time, it articulates MND's goal of building upon Singapore’s unique distinguishing characteristics to develop Singapore as a global city of knowledge, culture and excellence.
Our Mission:
Develop World-Class Infrastructure
MND will provide quality physical infrastructure for the nation by working with our partners in the public and private sectors.
Create a Vibrant, Resilient and Sustainable Living Environment
MND will strive to make Singapore a livelier and more exciting city, and ensure our nation is well-prepared to face the growing uncertainties and complexities. MND will also maintain the quality and resilience of our built and natural environment to ensure high standards of living, and carry out development that meets the needs of the present without compromising that of future generations.
Provide Affordable and Accessible Public Housing
MND will commit to support Singaporeans' homeownership aspirations and ensure public housing remains affordable and accessible.
Build Rooted and Cohesive Communities
MND will strive to foster our citizens' attachment and love for our homeland and maintain social cohesiveness in our communities, even as Singapore continues to be an open and globalised society.
Learn more about Ministry of National Development