[LTA-QSC2] ASSISTANT MANAGER, QUALITY SERVICE PLANNING

Land Transport Authority; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

A government statutory board in Singapore is seeking an Assistant Manager for Quality Service Planning. The role involves enhancing productivity in service delivery, managing digital channels, and analyzing data to identify improvement opportunities. The ideal candidate is analytical, customer-oriented, and possesses strong communication and project management skills. Fresh graduates are welcome to apply.

Qualifications

• Knowledge in any discipline; Fresh graduates welcome; 1-2 years’ experience preferred.
• Customer service-oriented and analytical individual.
• Strong analytical and problem-solving skills with experience in data analysis and visualization tools.
• Excellent verbal and written communications and project management skills.
• Resourceful, proactive, and able to multitask.

Responsibilities

• Support the management of self-help digital channels including chatbots and voice bots.
• Collaborate with internal divisions and external stakeholders to gather data requirements.
• Assist in AI and machine learning projects, including vendor management.
• Coordinate system integration projects and vendor transitions.
• Present project outcomes and performance metrics to management.
• Support analysis of service delivery data and customer feedback.
• Maintain existing dashboards to monitor key performance indicators.
• Assist in data collection and analysis activities.

Job description

What the role is:

Assistant Manager, Quality Service Planning

What you will be working on:

You will be involved in enhancing productivity and efficiency of the service delivery chain to meet corporate and Public Service Delivery standards. You are required to drive new business solutions, streamline work processes and guidelines while working closely with internal divisions and external agencies to improve feedback processes, systems, or operations to meet service excellence standards amidst other responsibilities that may be assigned on an ad-hoc basis.

Responsibilities include:

• Support the management of self-help digital channels including chatbots and voice bots, focusing on content creation, deployment, maintenance, user testing, and performance optimisation. Develop and maintain detailed documentation for chatbot conversational flows, intents, platform configurations, and operational best practices.
• Collaborate closely with internal divisions and external stakeholders to gather data requirements, ensure timely information updates, and facilitate effective communication.
• Assist in AI and machine learning projects, including vendor management, solution testing, implementation planning, and performance monitoring.
• Coordinate system integration projects and vendor transitions to create more streamlined workflows and leverage AI technologies, supporting solution evaluation, implementation planning, and performance optimization.
• Present project outcomes, performance metrics, and strategic recommendations to management through presentations and reports.
• Support analysis of service delivery data and customer feedback to identify trends, patterns, and improvement opportunities using analytical tools.
• Maintain existing dashboards to monitor key service performance indicators and support management decision-making.
• Assist in data collection, validation, and analysis activities to ensure business continuity and operational resilience.
• Perform other duties and special projects as assigned by supervisor/manager, including cross-functional support as needed.

What we are looking for:

We are looking for a candidate with:

• Knowledge in any discipline; Fresh graduates welcome; 1-2 years’ experience in business analysis, customer service operations, or digital transformation preferred.
• Customer service-oriented and analytical individual with strong desire to constantly learn and make improvements.
• Strong analytical and problem-solving skills with experience in data analysis and visualisation tools (Tableau, Power BI, or similar), and ability to translate data into actionable insights.
• Excellent verbal and written communications and project management skills.
• Adept at problem-solving, resourceful, and proactive.
• Able to multitask, prioritise and have good time management.
• Strong team player with a high level of initiative and able to work independently and under pressure.

About Land Transport Authority

The Land Transport Authority (LTA) is a statutory board under Ministry of Transport that spearheads land transport developments in Singapore. We are seeking dynamic, energetic, highly motivated, passionate and qualified professionals to join us. Many opportunities & challenges await those who are keen on an exciting career to realise our commitment to envision & implement an integrated transport system.