Assistant Service Quality Officer (Contract) - SPF/ TP

MHA - Singapore Police Force (SPF); Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A public safety department in Singapore is seeking an Assistant Service Quality Officer to manage Traffic Police's service operations, enhance service quality, and engage stakeholders. The role involves process improvement, tackling complex service requests, and representing Traffic Police in projects. Candidates should possess strong analytical and communication skills, and experience in service-related industries is preferred.

Qualifications

• Experience in service-related industries or civil service preferred.
• Strong analytical thinking capabilities.
• Good written, verbal, and interpersonal communication skills.

Responsibilities

• Manage daily Service Request operations and optimise resources.
• Spearhead process improvement initiatives and technology adoption.
• Engage stakeholders to enhance service delivery.

Skills

Analytical thinking

Communication skills

Stakeholder management

Job description

What the role is:

The Singapore Police Force (SPF) plays a critical role in keeping Singapore safe and secure with our mission to prevent, deter and detect crime.We are seeking a dedicated Assistant Service Quality Officer to manage Traffic Police's service request operations and enhance service delivery standards. This role is crucial in optimising service quality processes and stakeholder management within the Traffic Police. You will be handling complex service requests and implementing service improvement initiatives, directly contributing to the Traffic Police's commitment to excellence in public service delivery.You will be placed under the Management Executive Scheme

What you will be working on:

Service Request Operations ManagementIn this role, you will handle the daily Service Request (SR) operations, including triaging, assigning, and prioritising work to optimise team resources. You'll handle complex service requests involving cross-cutting issues, complaints, and senior management escalations.Process Enhancement and InnovationYou will spearhead process improvement initiatives within the Service Quality Branch, including reviewing and enhancing SR management processes. This involves identifying areas for improvement, incorporating technological solutions such as robotic process automation, and developing operational policies. You'll also establish and track performance indicators to ensure continuous improvement in service delivery standards.Stakeholder Engagement and Service ExcellenceA key aspect of your role involves partnering with Traffic Police branches to enhance service delivery. You'll analyse feedback patterns, identify operational issues, and work collaboratively with branches to implement solutions. This includes developing public communications plans, service guidelines, and initiatives to elevate service standards through targeted training programmes.SPF-Level Project ManagementYou will represent Traffic Police in SPF-level service delivery projects, working on initiatives such as SPF website enhancements and Police Services Call Centre improvements. This involves coordinating with multiple stakeholders, assessing impact on TP processes, and ensuring smooth implementation of new service initiatives.

What we are looking for:

Requirement• Experience in service-related industries or civil service dealing with frontline issues preferred• Strong analytical thinking capabilities• Good written, verbal, and interpersonal communication skills• Committed and resilient under pressure• Resourceful and adaptable to changing public expectations• Strong stakeholder management skillsShort-listed candidates will be notified within two weeks after the closing date of applications.

About MHA - Singapore Police Force (SPF)

MHA - Singapore Police Force (SPF)