Assistant Manager/Manager, Digital Services Planning

TRIPARTITE ALLIANCE LIMITED; Singapore; On-site; SGD 40,000 - 70,000; Full time

Job summary

A leading organization in Singapore is seeking a Digital Services Planner focused on enhancing customer experience through innovative digital tools. This role involves managing the chatbot and website, analyzing user data, and collaborating across teams to improve service delivery. Candidates should possess strong analytical skills, a customer-centric mindset, and relevant educational background. The position is offered on a full-time contract with potential for renewal based on performance.

Qualifications

• Experience in digital service planning, user experience, or customer journey analysis preferred.
• Familiarity with government service standards and employment dispute resolution processes is a plus.

Responsibilities

• Maintain and enhance the chatbot and website, ensuring user-friendly interfaces.
• Use data analytics to track user behavior and improve digital services.
• Collaborate with vendors and internal teams to enhance digital platforms.
• Contribute to and develop digital strategies aligned with customer experience goals.

Skills

Analytical Skills

Problem-Solving

Customer-Centric Mindset

Communication Skills

Education

Tertiary education in Business or Information Technology

Tools

Data Analytics Tools

Job description

As part of the Customer Experience & Services, Digital Services Planning Team, you play a crucial role in enhancing the customer journey and digital services offered by TADM. This position requires a good understanding of digital tools and communication channels, user experience optimisation, developing communication strategies to reduce barriers for customers using our eServices, and collaboration with cross-functional teams to ensure a seamless and user-centric experience for individuals seeking employment dispute resolution services at TADM.

Our key digital touchpoints include:

1. Website
2. Integrated system covering the end-to-end dispute resolution journey (chatbot, claim filing, e-Negotiation, e-Mediation)

Role:

• Chatbot and Website Management: Maintain and enhance our chatbot and website through review, refinement, updates, design, testing, and implementation of new features.
• Performance Monitoring & Data Analysis: Use data analytics tools to observe trends, gather insights on user behaviour, identify pain points, and suggest improvements to enhance customer experience and digital service delivery.
• Stakeholder Collaboration: Work with external vendors and internal teams to ensure digital platforms are user-friendly and meet customer needs.
• Digital Customer Journey Development and Migration: Contribute to digital strategy development, aligning with customer experience goals. Create resources for internal and external users to adopt digital tools and online processes.

Qualifications:

• Tertiary education in Business, Information Technology, or related fields is advantageous.
• Experience in digital service planning, user experience, or customer journey analysis is preferred.
• Familiarity with government service standards and employment dispute resolution processes is a plus.

Knowledge and Skills:

• Strong analytical skills and proficiency in data analytics tools.
• Problem-solving skills with the ability to understand business issues and technical problems, providing logical solutions.
• Customer-centric mindset, ability to multitask, and work under pressure.
• Independent and team-oriented with excellent communication and collaboration skills.

The position is offered on a 2-year full-time contract directly under TAL's payroll, with potential renewal based on performance and organisational needs. There is also a possibility of permanent placement.

About Tripartite Alliance Limited

Tripartite Alliance Limited (TAL) is a Company Limited by Guarantee (CLG) established by the Ministry of Manpower (MOM), the National Trades Union Congress (NTUC), and the Singapore National Employers Federation (SNEF). TAL values its people and aims to nurture individuals eager to make a positive impact and contribute to progressive workplaces and harmonious work relations in Singapore.