Assistant Manager / Manager (Corporate Communications and Partnership) - 2 Year

The successful applicant will play an active role in managing and maintaining SEAB’s image as a trusted authority in the examinations and assessment, and as an organisation that is customer-focused to better engage SEAB’s stakeholders through appropriate platforms and channels. The key responsibilities include: • Processing and handling public queries and escalated cases (such as cases escalated to Political Office Holders and the management of Ministry of Education). • Ensuring the delivery of high quality and effective services to stakeholders. • Conducting analysis of customers’ feedback, identifying customer needs and translating them into service journey goals, opportunities, experiences and measures of success. • Using service tools and technologies to enable end-to-end service delivery for improved service experience and productivity. • Working with stakeholders to map current processes and identify pain-points, redundancies and bottlenecks using continuous improvement frameworks such as Service Design Mapping. • Developing ground strategies to engage stakeholders in a coordinated and sustained manner to educate and seek buy-in of SEAB’s policies and processes. • Planning and executing plans to facilitate corporate visits and engagement sessions conducted by SEAB for external organisations or educators. • Working with internal stakeholders to identify and deliver suitable digital collaterals that drive external engagement across different digital platforms (e.g. website, videos, publications). • Conceptualising and proposing engagement strategies and new narratives for SEAB’s Heritage Gallery to engage external stakeholders. • Working with internal stakeholders to create multimedia content, including but not limited to infographics and videos for social media channels.

• At least 2 years of experience in a customer service environment, preferably in the public service. • Familiar with the Customer Relation Management Systems such as Call Management Systems, Case Management Systems, and with the use of Microsoft applications e.g., Microsoft Excel. • Experience in event management, social media content management and/or design work with a strong aesthetic sense in design and creativity would be advantageous. • Knowledge of Service Design Mapping would be advantageous. • Possess strong communication, stakeholder engagement and project management skills. • Proficient in data analytics to generate insights to drive operational improvements. • Ability to take on challenges with thoughtfulness, drive and appropriate urgency. • Resilient, meticulous and able to handle competing demands and tight deadlines. • Possess a positive working attitude and high level of pro-activeness.