Family Services Operations Lead

Ministry Of Social And Family Development; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

The Ministry Of Social And Family Development (MSF) invites applications for a service management role within the Family Support Division in Bishan. You will design, implement, manage and review services to support families facing stressors in marriage and family life, collaborating with MSF divisions, courts, SSAs and partner agencies.

You will translate policy into clear service guidance, coordinate case discussions, analyse operational data, and develop SOPs, training plans and client‑facing

Qualifications

• Relevant qualifications, preferably in social work, psychology, counselling, or a related discipline.
• Past experience working directly with clients, families or vulnerable groups is an advantage, especially in marriage, divorce, counselling, family support or community-based service settings.
• Able to work, communicate and engage well with different internal and external stakeholders, including SSAs, public agencies, courts, vendors and community partners to clarify issues, gather feedback and align parties towards common goals.
• Demonstrates client‑centricity, empathy and sound judgement when supporting families who face challenges, while balancing operational requirements and policy intent.
• Strong project management skills, with the ability to manage timelines, coordinate multiple workstreams, follow through on clearances and approvals, and keep stakeholders updated on progress and risks.
• Strong verbal and written communication skills, including the ability to draft clear submissions, meeting notes, operational guidance, public‑facing notices and stakeholder communications.
• Good problem‑solving and systems‑thinking skills, with the ability to assess options, weigh trade‑offs, anticipate downstream implementation impact and recommend practical solutions.
• A team player who is willing to contribute to a fast‑paced work environment, and who is reliable in delivering both business‑as‑usual operations and project‑based assignments.
• Knowledge of data analytics and AI technology to sense‑make and understand trends, client profiles and research or evaluation findings is an advantage.

Responsibilities

• Communicate, operationalise and ensure adherence to programme and service requirements for MSF/FSP-appointed SSAs operating the Strengthening Families Programme (FAM) and Early Risk Marriage programmes, including translating policy intent into clear service guidance, updates and implementation instructions for agencies.
• Ensure smooth operations at MSF/FSP-appointed SSAs by coordinating and supporting case discussions and conferences for selected cases, conducting audits, addressing operational concerns, monitoring service delivery issues and providing timely process updates.
• Facilitate inter-agency collaboration and develop aligned, client-centric solutions with internal MSF divisions, government agencies, courts, SSAs, vendors and community partners, balancing stakeholder feedback, operational feasibility, cost, timeline and service continuity considerations.
• Review and analyse operational data, service feedback, registration trends, client pain points and programme information to generate insights, identify support gaps and enhance understanding of client needs and service effectiveness.
• Develop, review and update Standard Operating Procedures (SOPs), service workflows, referral processes, public-facing notices and implementation guides to ensure processes remain current, easy to understand and effective in supporting families.
• Develop, coordinate and review training policies, plans and learning resources for counsellors and staff in MSF/FSP-appointed SSAs, including supporting induction, capability-building and consistent application of programme requirements.
• Handle public queries, feedback and appeals professionally and sensitively, including identifying recurring pain points, coordinating responses with relevant stakeholders and recommending improvements to reduce confusion or service disruption.
• Provide secretariat support for meetings with partners and stakeholders.
• Any other responsibilities as accorded by the Ministry.

Job description

The Ministry Of Social And Family Development (MSF) invites applications for a service management role within the Family Support Division in Bishan. You will design, implement, manage and review services to support families facing stressors in marriage and family life, collaborating with MSF divisions, courts, SSAs and partner agencies.

You will translate policy into clear service guidance, coordinate case discussions, analyse operational data, and develop SOPs, training plans and client‑facing