Manager/Senior Manager (Service Management and Capability)

Ministry Of Social And Family Development; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

The Ministry of Social and Family Development is seeking a dynamic professional to lead customer experience initiatives and manage digital services. This role involves optimizing web platforms, driving service culture, and fostering partnerships to enhance service delivery across all channels. Join a passionate team committed to nurturing resilient families in Singapore.

Qualifications

• Minimum 3 years of experience in customer service, communications, or digital content management.
• Strong ability to build stakeholder relationships and manage technical projects.
• Proficient in analyzing data to enhance service designs.

Responsibilities

• Manage and optimize web platforms and digital services.
• Implement innovative solutions like chatbots for customer support.
• Collaborate with stakeholders to improve service delivery.

Skills

Customer Service Management

Digital Design & Management

Service Data Management & Analytics

Service Tech Innovation & Application

Job description

What the role is:

The Customer Experience Division (CXD) plays a vital role in the Ministry of Social and Family Development (MSF)’s mission by ensuring a positive and consistent service experience for our customers. Our team drives customer experience (CX) initiatives, fosters a strong service culture, and ensures that the quality of services delivered across all channels meet our high standards.We are seeking a dynamic individual to manage and optimise our web platforms, oversee digital services, and champion service innovation across MSF's touchpoints. Working closely with stakeholders, you will leverage data analytics and technology to enhance customer experience through strategic service design and delivery, whilst fostering service culture throughout the organisation.

What you will be working on:

A. Service culture• Propagate MSF service philosophy through campaigns and outreach initiatives across the organisation• Foster service delivery excellence among MSF officers through targeted engagement and training• Manage partnerships with external vendors for campaign execution and event management• Evaluate and optimise outreach effectiveness through systematic feedback collection and analysisB. Website and digital services management• Lead the MSF corporate website migration to new content management system platform• Oversee website maintenance and technical operations, including:o Content management and regular auditso Technical performance monitoring and optimisationo Public enquiry managemento Analytics tracking and reporting• Ensure digital services meet key performance indicators for accessibility, SEO, and system reliability• Drive continuous improvements to website user experience and interface designC. Service innovation• Spearhead the implementation of virtual assistance solutions (chatbots, AI recommender)• Identify and evaluate solutions and best practices to enhance service delivery• Lead digital transformation initiatives to improve customer experience

What we are looking for:

A. Experience• Minimum 3 years of experience in any of these fields:o Customer Service Managemento Communications and Engagemento Marketing and Brand Managemento Website Management and Digital ContentExperience across multiple areas is advantageous but not essential.B. Service Attributes• Empathetic - Uses data and feedback to understand user needs and design user-centric solutions for MSF's digital platforms and services.• Professional - Manages multiple stakeholder relationships and technical projects whilst maintaining clear communication across all levels.• Resourceful - Identifies and implements innovative digital solutions to enhance service delivery, particularly during technical challenges or system changes.• Proactive - Anticipates service improvements through regular monitoring of analytics, content performance, and emerging technologies.• Collaborative - Builds and maintains effective partnerships across MSF divisions, vendors, and government agencies to drive service excellence initiatives.C. Functional Competencies• Digital Design & Managemento Develop, design and manage digital platforms and services to be user-friendly, customer-centric and reliable• Service Data Management & Analyticso Analyse data to draw insights that enable deep understanding of customer’s needs, while ensuring secured use and storage of data• Service Quality & Standardso Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement• Service Tech Innovation & Applicationo Use technologies to automate and deliver day-to-day service operations and improve work efficiency• Service Workforce Capability Developmento Develop the skills and knowledge of the service workforce through various methods of learning and good knowledge management practicesThe office location is at Westgate (Jurong East).You will be notified whether you have been shortlisted within 4 weeks from the closing date of this job posting.

About Ministry Of Social And Family Development

“We are Professionals with Passion for People”The Ministry of Social and Family Development (MSF) develops the “heartware” for Singapore through our policies, community infrastructure, programmes and services. Our mission is to nurture resilient individuals, strong families and a caring society that can overcome challenges together.We are committed and passionate in developing a strong social service sector, and play key roles in shaping the future of Singapore. Through these efforts, we hope to play a part in helping our citizens achieve their hopes and aspirations for themselves and their families.A career in MSF is a challenging and fulfilling one that allows you to make a difference in shaping the lives of Singaporeans. If you are driven and enjoy working in a fast-paced environment, we welcome you to be part of the MSF Family!