Manager, Customer eXperience Department (CXD)

Ministry of Manpower; Singapore; On-site; SGD 50,000 - 70,000; Full time

Job summary

The Ministry of Manpower in Singapore is looking for a dedicated individual to enhance customer experience in the MOM Contact Centre. You will drive performance improvements, leverage data analytics, and manage vendor operations. The ideal candidate possesses a tertiary qualification and relevant experience in contact centre operations and data analysis. Strong analytical and communication skills are essential. This role provides an opportunity to significantly impact how citizens interact with government services, working towards service excellence and continuous improvement.

Qualifications

• Experience in contact centre operations or service delivery.
• Proficiency in advanced data analysis tools is highly valued.
• Strong written and verbal communication skills.

Responsibilities

• Drive effective performance of the MOM Contact Centre.
• Enhance policies to improve customer self-service capabilities.
• Use data analytics to drive service innovation.
• Manage customer feedback and service recovery initiatives.
• Collaborate to improve customer-facing systems.
• Ensure business continuity planning for service excellence.
• Optimize budget and resource allocation.

Skills

Analytical thinking

Communication skills

Vendor management

Data analysis

Collaboration

Education

Tertiary qualification in relevant field

Job description

What the role is

This role is with the Customer eXperience department that manages one of MOM’s key touchpoints – the MOM Contact Centre. You'll be instrumental in driving effective performance of the centre through service policy reviews and enhancements to improve customer satisfaction. This is a great opportunity to make a tangible impact on how citizens interact with government services!

What you will be working on

• Drive effective performance of the MOM Contact Centre through close oversight and guidance of the vendor on their daily operations, and data‑driven interventions.
• Shape customer self‑service capabilities by reviewing and enhancing policies, procedures, and FAQs to reduce enquiry volumes whilst improving satisfaction.
• Harness the power of data analytics and technology to unlock customer insights and drive service innovation.
• Champion customer advocacy through effective feedback management and swift service recovery initiatives.
• Collaborate across departments to elevate customer‑facing systems and digital touchpoints.
• Ensure robust business continuity planning to maintain uninterrupted service excellence.
• Drive budget optimisation and resource allocation for maximum operational impact.

What we are looking for

• Hold a tertiary qualification with relevant experience in contact centre operations, vendor management, data analytics, or service delivery.
• Demonstrate exceptional analytical and critical thinking abilities, with experience in advanced data analysis tools being highly valued.
• Possess strong written and verbal communication skills.
• Thrive as a collaborative team player who can work effectively across diverse functions and cross‑functional stakeholders.
• Show passion for customer service excellence and continuous improvement.

About Ministry of Manpower

Championing Human Potential for a Thriving Singapore Singaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore’s growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas – from shaping forward‑looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.