Assistant Manager/Manager (Quality Service Department)

National Environment Agency; Singapore; On-site; SGD 67,000 - 100,000; Full time

Job summary

National Environment Agency in Singapore seeks a dedicated professional to support the Quality Service Department in processing appeals and non-appeals, driving service recovery and ensuring adherence to NEA service standards.

You will generate regular reports, enhance response quality, and collaborate with internal teams and other government agencies. Proficiency in data visualization and AI tools will aid operational planning and policy reviews.

Qualifications

• Keen interest in environmental public health and service excellence.
• Strong team player with excellent written and verbal communication, interpersonal and listening skills.
• 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 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).
• Able to support process and service quality reviews, including audits and checks to assess compliance with established processes.

Responsibilities

• 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 and with partners and various government agencies/bodies.
• Carry out and monitor service quality improvement projects and initiatives with internal stakeholders.
• Develop/review strategies and work processes for effective service delivery to stakeholders within the service levels.
• Develop data visualisation for 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.

Skills

Written communication

Verbal communication

Interpersonal skills

Analytical thinking

Data visuals

Microsoft Office

AI tools familiarity

Qlik Sense

English proficiency

Problem-solving

Tools

Qlik Sense

Microsoft Copilot

Pair Chat

ChatGPT

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.

About National Environment Agency

The National Environment Agency (NEA) is the leading public organisation responsible for ensuring a clean and sustainable environment for Singapore. Its key roles are to improve and sustain a clean environment, promote sustainability and resource efficiency, maintain high public health standards, provide timely and reliable meteorological information, and encourage a vibrant hawker culture. NEA works closely with its partners and the community to develop and spearhead environmental and public health initiatives and programmes. It is committed to motivating every individual to care for the environment as a way of life, in order to build a liveable and sustainable Singapore for present and future generations.For more information, visit www.nea.gov.sg