Manager/ Senior Manager (Operations Policy & Engagement)

National Library Board (NLB); Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

The National Library Board (NLB) in Singapore invites applications for a role focused on data-driven service delivery and community engagement within our network of libraries. You will develop and oversee initiatives, policies and processes to improve customer experiences and public library services.

Located at the Marine Parade Public Library site (with current operations at the National Library Building during renovations), the role offers a two-year contract and opportunities for growth,

Qualifications

• 3–5 years of relevant experience in service delivery.
• Strong analytical and communication skills.
• Ability to work independently and across divisions.
• Experience in analyzing customer behaviour, feedback data and deriving insights.

Responsibilities

• Collect, analyse and interpret data to derive insights and inform planning.
• Develop and oversee service delivery initiatives and community engagement policies.
• Manage project timelines with internal stakeholders and vendors to meet deadlines and budgets.
• Analyse internal and external feedback to drive service improvements.
• Identify KPI trends and contribute to systemic improvement initiatives.
• Collaborate with cross-functional teams to ensure seamless execution of service initiatives.

Skills

Service delivery

Data analysis

Cross-functional collaboration

Problem solving

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.