Assistant Manager/Manager (Quality Service Department)

NEA National Environment Agency; Singapore; On-site; SGD 50,000 - 80,000; Full time

Job summary

NEA National Environment Agency in Singapore seeks a proactive professional to support the Quality Service Department (QSD) under the Public Health Pillar. You will process appeals and non-appeals, drive service recovery, and ensure timely, high-quality responses to stakeholders while coordinating with internal teams and external partners.

The role involves producing regular reports, developing data visualisations (e.g., Qlik Sense), and evaluating digital tools for service improvements.

Qualifications

• Strong written and verbal communication skills.
• Ability to work with internal and external stakeholders and multiple departments.
• Experience with data analytics and data visualization is advantageous.

Responsibilities

• Process appeals and non-appeals and assist with service recovery to address issues.
• Produce regular reports and provide recommendations based on cases received.
• Ensure consistency and quality of responses to individuals and entities.
• Facilitate effective work processes within the team and with partners and other government bodies.
• Carry out and monitor service quality improvement projects with internal stakeholders.
• Develop/review strategies and processes for effective service delivery to stakeholders.
• Develop data visualisation to support operational planning and policy reviews.
• Evaluate impact of digital tools on service experience and productivity.

Skills

Written communication

Verbal communication

Interpersonal skills

Listening

Team player

Analytical thinking

Problem solving

Data visualization

Microsoft Office

AI tools familiarity

Tools

Microsoft Office

Qlik Sense

Pair Chat

ChatGPT

Microsoft Copilot

Job description

What the role is

You will assist the Quality Service Department (QSD) to process stakeholders’ appeals and non-appeals, perform service recovery to ensure service quality issues are addressed effectively and efficiently under the Public Health Pillar in accordance to NEA service levels and service standards. It is a fast-paced environment that would require the ability to manage multiple priorities at the same time.

What you will be working on

Produce regular reports and make improvements to updates/ recommendations based on appeals and non-appeals received. Ensure consistency and quality of responses to private/ public individuals and entities. Perform service recovery process to ensure service quality issues are addressed effectively and efficiently. Facilitate effective work processes within a team, with other departments in the organisation as well as other partners and various government agencies/ bodies. Carry out and monitor service quality improvement projects and initiatives in collaboration with internal stakeholders. Develop/review strategies and work processes for effective service delivery to stakeholders within the service levels. Develop data visualisation for both internal and external stakeholders to aid recommendations for operational planning, review of service strategies/ policies, and service delivery improvements. Evaluate the impact of digital technology/ tools on improvements in service experience and productivity.

What we are looking for

Keen interest in environmental public health and service excellence. A strong team player with excellent written and verbal communication, interpersonal and listening skills, and the ability to work effectively with internal and external stakeholders. Meticulous, well-organised and able to manage multiple priorities concurrently, work independently and deliver quality work within tight timelines. Mature, resourceful and adaptable, with the ability to remain composed under pressure. Possess good analytical, problem-solving and presentation skills. Proficient in Microsoft Office applications and familiar with the use of AI tools such as Pair Chat, ChatGPT and Microsoft Copilot. Possess working knowledge of data preparation, data analytics and data visualisation tools and techniques (e.g. Qlik Sense), with the ability to analyse service quality and operational data and translate findings into meaningful insights and reports. Able to support process and service quality reviews, including conducting audits and checks to assess compliance with established processes and identify areas for improvement. Good command of written and spoken English.

http://jobs.careers.gov.sg The Singapore Public Service plays a key role in the economic growth, progress and stability of Singapore by formulating and implementing government policies, as well as providing key public services. Whether you are a fresh graduate joining the workforce or an experienced professional, the Singapore Public Service offers a great variety of job opportunities for you. The work in the Public Service can be broadly categorised into the following sectors: Economic, Social, Security & External Relations, and Administration & Corporate Development. Be part of the team that shapes the future of Singapore. Log on and take your first step towards a career that matters!