People's Association

Senior Manager (Service Excellence)

Fixed Terms

Closing on 27 May 2026

What the role is

• Develops and implements service excellence initiatives in People’s Association (PA) to strengthen the organisation’s service capabilities to deliver great service experience across PA’s service channels and touch points.

• Develops, and implements organisational excellence initiatives in PA to build capacity and culture for transformation and change, to improve PA’s effectiveness for the long-term.

What you will be working on

SERVICE EXCELLENCE

Collaborates with stakeholder divisions to develop, review and implement the Service Excellence, Service Transformation and Service Performance framework and organisation-wide systems that will strengthen the service capabilities in PA to meet the needs of residents.

Service Operations & Quality Management

Manages the service delivery standards for the PA’s resident-facing outlets through conducting service audits, benchmarking surveys, monitoring progress and ensuring compliance with service standards across all touch points.
Develops and reviews service policies and guides, and ensures stakeholders and staff are updated of service standards and policies for compliance in the delivery of service across all touchpoints.
Manages the PA Feedback Management and Monitoring Platforms, including PA@ServiceSG Contact Centre, AskPA Chatbot, AskGov, Appeal Management System (AMS) and Whole-of-Government Application Analytics (WOGAA), to ensure accuracy and relevance of PA’s service performance data, and to drive necessary interventions and actions to meet prescribed performance indicators.
Facilitates the PA QSM functions and the management of sensitive or highly complex feedback cases in collaboration with relevant stakeholder division(s).
Collates relevant service data points, analyses them to provide actionable insights, and works with stakeholder divisions to enhance service delivery and/or address service gaps.

ADMINISTRATIVE DUTIES

Prepares/drafts concepts, presentation slides, communication messages, articles, tender documents and other administration requirements to support the Division.
Organises meetings and focus group discussions with stakeholders, and takes notes of meetings, when required.
Represents the Division in inter-divisional and inter-agency committees.
Organises Divisional workplan and teambonding sessions.

What we are looking for

Experience & Skills

At least five years’ work experience, preferably in the area of service excellence or organisational development/excellence.
Customer-oriented with excellent communication (both written and verbal), leadership and interpersonal skills.
Possesses good analytical skills with ability to demonstrate critical thinking skills to analyse data and translate findings into actionable insights.
A team player who is eager to work collaboratively, able to lead a small team and multi-task across various projects.
Able to prioritise multiple tasks and meet deadlines.

About your application process

This job is closing on 27 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 People's Association or the wider Public Service.

About People's Association

The People’s Association was set up in 1960, in a time of racial and communal strife, to foster racial harmony and social cohesion. Today, we continue to be driven by the same purpose - to build an inclusive, united and resilient Singapore. We create spaces and opportunities for people of different backgrounds to participate and volunteer in their community. Through community participation, we connect people and deepen relationships to build communities of mutual care and trust.

Learn more about People's Association