Organisational Excellence Manager (Business & Service Excellence Section)

Singapore Public Service; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Singapore Public Service seeks an Organisational Excellence Manager to ignite and integrate people, data, and ideas to drive service transformation. This strategic, hands-on role shapes how services are designed, delivered, and continuously improved through collaboration with stakeholder groups, translating insights into action and turning complexity into clarity.

You will be part of a change management team focused on organisational and service transformation.

Qualifications

• Strong analytical thinking and problem-solving abilities.
• Excellent stakeholder management and communication skills.
• Experience with design thinking and journey mapping to improve services.
• Ability to facilitate workshops and engagements with diverse groups.
• Knowledge of business process re-engineering and change management.

Responsibilities

• Lead or support change management initiatives for organisational and service transformation.
• Review customer touchpoints and internal processes; co-create service policies and standards.
• Monitor adoption, measure impact, and conduct service audits or engagement sessions.
• Handle and analyse escalated cases within the Quality Service Manager's Office; support Whole-of-Government initiatives.

Skills

Analytical thinking

Stakeholder engagement

Design thinking

Journey mapping

Business process re-engineering

Facilitation

AI tools familiarity

Tools

Research tools

Data analysis tools

Job description

What the role is

As an Organisational Excellence Manager, you will serve as both an igniter and integrator who brings together people, data, and ideas to drive service transformation. This is a strategic, hands‑on role for someone who wants to shape how services are designed, delivered, and continuously improved. You will work closely and collaboratively with various stakeholder groups, translating insights into action and turning complexity into clarity.

What you will be working on

You will be part of a change management team focused on organisational and service transformation. This involves gathering and synthesising data and/or customer insights across multiple sources, leading or supporting in the design and implementation of solutions that meaningfully elevate service quality.

A significant part of this role will involve reviewing customer touchpoints and internal processes, partnering with key stakeholders to co‑create service policies, standards, and agreed outcomes, as well as monitoring adoption and measuring impact. This may include conducting service audits; facilitating discussions, workshops and engagement sessions for both internal teams and external customers; curating and implementing change management plans.

You would be expected to support the Quality Service Manager's Office, including handling and analysing escalated cases. Additional scope may include contributing to or supporting the implementation of Whole-of-Government (WOG) service delivery initiatives.

What we are looking for

You are a self‑motivated and collaborative team player, with a positive, inquisitive and solutions‑oriented mindset. You should demonstrate strong analytical thinking, complemented by effective communications and stakeholder engagement skills.

You should bring a user‑centric mindset and have experiences in applying tools and methodologies such as behavioural insights, design thinking, journey mapping and business process re‑engineering. You are adept at working with research and data analytical tools, and have the facilitation skills to engage stakeholders effectively.

Prior experience in service transformation, process improvement, or change management would be a strong advantage, as would familiarity with AI tools and their practical application in a service or operational context.

You should possess relevant background in Business, Social Sciences, Economics, Business Analytics, Service Design or any other suitable discipline.