Manager/ Senior Manager (Operations Policy & Engagement)

Public Service Division; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

The National Library Board (NLB) in Singapore seeks a results-driven professional to enhance service delivery and leverage data insights to improve community experiences. You will work across divisions to implement policy, manage initiatives and drive improvements in library services.

You will analyse customer feedback, track KPIs, and collaborate with internal teams and vendors to ensure timely, on-budget delivery. A strong service mindset and communication skills are essential.

Qualifications

• Preferably 3–5 years of relevant service delivery experience.
• Strategic transdisciplinary thinking and problem-solving.
• Ability to work independently and effectively across divisions.
• Ability to analyse customer behaviour, feedback data and derive insights.
• Experience in driving communication strategies is an advantage.

Responsibilities

• Collect, analyse and interpret data to derive actionable insights, identify growth opportunities, optimise performance to support planning and improve service delivery experience.
• Develop, implement and oversee service delivery and community engagement initiatives including service policy, prioritisation of service offerings, manage project timelines with internal stakeholders and vendor management to ensure deliverables are achieved on-time and on-budget.
• Analyse both internal and external feedback and embrace problems as opportunities, facilitate interactions to clarify problems and actively monitor outputs to contribute to service excellence.
• Analyse KPIs and metrics, provide insights and identify areas for systemic improvements and take the lead in service enhancement initiatives.
• Collaborate with cross-functional teams to ensure seamless execution of service initiatives.
• Foster a culture of customer-centricity, continuous improvement and operational excellence.

Skills

Service delivery

Strategic thinking

Cross-divisional work

Data analytics

Communication skills

Job description

[What the role is]

The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore.

At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.

We can offer you:

• A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
• An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
• An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

You will be part of the team that looks at creating positive library experiences through service delivery initiatives and facilitating continuous improvement for public libraries.

Within this team, you will have the opportunity to develop new initiatives and formulate policies, guidelines and processes for operational ease and clarity, as well as utilise customer insights to anticipate customer needs and enable service improvements to meet the reading and information needs of the community.

What you will be working on

• Collect, analyse and interpret data to derive actionable insights, identify growth opportunities, optimise performance to support strategic planning an improve service delivery experience.
• Develop, implement and oversee service delivery and community engagement initiatives including service policy, prioritisation of service offerings, manage project timelines with internal stakeholders and vendor management to ensure deliverables are achieved on-time and on-budget.
• Analyse both internal and external feedback and embrace problems as opportunities, facilitate interactions to clarify problems and actively monitor outputs and outcomes to contribute to service excellence.
• Analyse KPIs and key performance metrics, provide insights and identify areas for systemic improvements and take the lead in service enhancement initiatives.
• Collaborate with cross-functional teams to ensure seamless execution of service initiatives.
• Foster a culture of customer-centricity, continuous improvement and operational excellence.

What we are looking for

• Preferably 3-5 years of relevant experience in service delivery
• Strategic transdisciplinary thinking and problem-solving skills
• Ability to work independently and effectively across divisions
• Ability to analyse customer behaviour, feedback data and derive insights
• Experience in driving communication strategies is an advantage
• Possess an excellent service mind-set, with strong interpersonal and communication skills

Location: Work location will be at the Marine Parade Public Library. As the library is currently closed for renovation, the current work location is at the National Library Building.

Successful applicants will be appointed on a two-year contract in the first instance.