Manager/Senior Manager (Parenthood Benefits Team), FLG/SVC

Ministry Of Social And Family Development; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Ministry Of Social And Family Development (MSF) is seeking to strengthen its Family Life Group’s customer experience efforts. The role focuses on improving how families access government services and support, including the SG Child Support Package and MediSave grants.

You will collaborate with policy, operations, product and service teams to translate insights into practical service improvements. Based in Bishan, you will craft clear communications, develop online content, and ensure families

Qualifications

• Strong communication and writing skills, able to translate complex information into clear content.
• Strong analytical and problem-solving abilities, able to analyse feedback and data for improvements.
• Interest in customer experience, service design, digital communications or product development.
• Ability to work collaboratively across multidisciplinary teams and stakeholders.
• Self-motivated, proactive and committed to continuous improvement.

Responsibilities

• Drive continuous improvement of the end-to-end customer journey from enrolment to benefit utilisation and account management.
• Strengthen self-service journeys by improving information and service design for easier transactions.
• Develop and maintain customer-facing content across digital platforms, including websites and LifeSG.
• Craft clear communications such as FAQs, emails, SMSes, notifications and guidance materials.
• Analyse customer feedback and service data, conduct user research and testing to improve service delivery.

Skills

Communication skills

Analytical skills

Customer experience

Team collaboration

Self-motivated

Job description

What the role is:

At Family Life Group, our mission is to build strong and resilient families and support them through all stages of life towards the vision of making Singapore a great place for families.The Services Division administers Government services and schemes that enable and encourage family formation.The Parenthood Benefits Team oversees the SG Child Support Package and the Large Families MediSave Grant, key initiatives supporting Marriage and Parenthood. As part of the team, you will have the opportunity to shape how families experience and access key government support, spanning service design, customer experience and benefits administration.As part of our Customer Experience team, you will play a key role in improving the end-to-end experience of parents accessing our schemes and services. You will work closely with policy, operations, product and service teams to understand customers’ needs, identify pain-points and translate these insights into practical service improvements. You will also help ensure that families receive clear, timely, and relevant information and that our digital services and communications are intuitive and easy to navigate.

What you will be working on:

• Drive continuous improvement of the end-to-end customer journey, from enrolment to benefit utilisation and account management by identifying service pain points and working with relevant teams to make services simpler and more intuitive.
• Strengthen self-service journeys by improving information and service design, enabling customers to find answers and complete transactions more easily
• Develop and maintain customer-facing content across digital platforms and communication channels, including websites and LifeSG.
• Craft clear and effective communications such as FAQs, emails, SMSes, notifications and guidance materials.
• Analyse customer feedback, enquiry trends, and service data, and conduct user research and testing to uncover insights and improve service delivery.

What we are looking for:

• Strong communication and writing skills, with an ability to translate complex information into clear and user-friendly content.
• Strong analytical and problem-solving skills, with the ability to analyse customer feedback, service data and user behaviour, identify key issues and recommend practical service improvements.
• Interest in customer experience, service design, digital communications or product development.
• Ability to work collaboratively across multidisciplinary teams and stakeholders.
• Self-motivated, proactive and committed to continuous improvement.

Work location is in Bishan. Only shortlisted candidates will be notified within 4 weeks from the closing date of this position.

About Ministry Of Social And Family Development

Join Us at MSF for a Meaningful, People-Centric Career!At MSF, our mission is to nurture and build resilient individuals, strong families, and a caring society. We offer meaningful and impactful people-centric careers in the design and delivery of policies, services and programmes. We are an all-inclusive and family friendly workplace where career growth is prioritised through a comprehensive suite of development opportunities to help our officers succeed today as well as be future-ready. We do this through various formal and informal learning and development programmes for officers to build different competencies and gain diverse work experiences within MSF, the Public as well as the Social Service Sectors.