Operations & Service Excellence Lead

Public Service Division; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

The Public Service Division is seeking a Senior Manager / Assistant Director (Operations and Service Excellence) to drive operational efficiency, service quality, and continuous improvement. You will lead end-to-end operations and service excellence initiatives, collaborating with internal teams and external stakeholders to deliver seamless experiences for participants, visitors and alumni.

Ideal candidates will have deep experience in operations, project leadership, and digitising processes,

Qualifications

• At least 8 years of experience in operations or service management.
• Hands-on experience with workflow automation and digitising processes.
• Familiar with Lean, Six Sigma and design-thinking methodologies.
• Strong stakeholder management and analytical skills.
• Excellent written and verbal communication abilities.

Responsibilities

• Oversee administration and optimisation of training and learning management systems.
• Identify user pain points via usability testing and collaborate with vendors to improve digital touchpoints.
• Lead requirements gathering, scoping, testing and implementation for new digital systems.
• Act as primary contact for systems vendors, managing contracts and KPIs.
• Apply design-thinking and process-improvement to close operational gaps and drive workflow automation.
• Lead change initiatives and cross-functional collaboration across teams.

Skills

Project management

Workflow automation

Lean/Six Sigma

Design thinking

Stakeholder management

Communication skills

Job description

The Public Service Division is seeking a Senior Manager / Assistant Director (Operations and Service Excellence) to drive operational efficiency, service quality, and continuous improvement. You will lead end-to-end operations and service excellence initiatives, collaborating with internal teams and external stakeholders to deliver seamless experiences for participants, visitors and alumni.

Ideal candidates will have deep experience in operations, project leadership, and digitising processes,