Full-timeOperations & management· Posted 1 Oct

Senior Manager, Business & Service Excellence [WSD]

Singapore Public ServiceFrom company site

Salary

Not stated by the company

When

Full-time hours

Where

EWCCPaya LebarPaya Lebar Quarter - PLQ 2

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Start: Not stated
Work mode: On-site
Experience: Experienced

About the role

This role drives service excellence across the Workforce Services Division, focusing on quality delivery and ongoing improvement. You will handle public enquiries and MP appeals, run reporting and audits, and support knowledge sharing across teams. It suits someone with strong analytical, stakeholder engagement and project management skills who can juggle several workstreams at once.

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What you'll do

Manage public enquiries and MP appeals from start to finish, ensuring responses are timely and accurate
Track case progress, work with stakeholders on complex cases, and keep proper records for reporting
Build and maintain reporting frameworks for service metrics, case outcomes and operational updates
Present reports to management and stakeholders, turning data into insights for decision-making
Design and run internal quality checks to keep service delivery consistent and accurate
Administer and analyse customer satisfaction surveys to spot trends and improvement areas
Coordinate internal and external audits, making sure operations meet compliance and policy standards
Handle audit findings and ensure teams carry out corrective actions on time
Set up and maintain a knowledge management system to capture and share institutional knowledge
Manage staff award nominations and recognition programmes, including submissions, records and communication

Requirements

Demonstrated ability to drive service quality initiatives and manage appeals and feedback processes
Proficiency in compiling, analysing and presenting operational data and reports
Strong understanding of audit processes, risk management and regulatory compliance
Experience coordinating internal and external audits
Experience developing and maintaining knowledge repositories and organisational learning resources
Strong interpersonal and communication skills for working across teams and with external parties

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Senior Manager, Business & Service Excellence [WSD]

About the role

What you'll do

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Requirements

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