Quality Service Manager - Appeals & Improvement Lead

Public Service Division; Singapore; Sur place; SGD 60 000 - 90 000; Plein temps

Résumé du poste

Public Service Division is seeking a role within the Quality Service Department to process appeals/non-appeals, drive service recovery, and improve service quality under the Public Health Pillar. The position requires coordinating with multiple stakeholders and leveraging AI tools to enhance service delivery.

You will develop data visualisation for internal and external stakeholders, monitor service levels, and contribute to strategies that improve operational planning and policy reviews.

Qualifications

• Keen interest in environmental public health and service excellence.
• A strong team player with excellent written and verbal communication, interpersonal and listening skills, and the ability to work effectively with internal and external stakeholders.
• Meticulous, well-organised and able to manage multiple priorities concurrently, work independently and deliver quality work within tight timelines.
• Mature, resourceful and adaptable, with the ability to remain composed under pressure.
• Possess good analytical, problem-solving and presentation skills.
• Proficient in Microsoft Office applications and familiar with AI tools such as Pair Chat, ChatGPT and Microsoft Copilot.
• Possess working knowledge of data preparation, data analytics and data visualisation tools and techniques (e.g. Qlik Sense), with the ability to analyse service quality and operational data and translate findings into meaningful insights and reports.
• Able to support process and service quality reviews, including conducting audits and checks to assess compliance with established processes and identify areas for improvement.
• Good command of written and spoken English.

Responsabilités

• Produce regular reports and make improvements to updates/ recommendations based on appeals and non-appeals received.
• Ensure consistency and quality of responses to private/ public individuals and entities.
• Perform service recovery process to ensure service quality issues are addressed effectively and efficiently.
• Facilitate effective work processes within a team, with other departments in the organisation as well as other partners and various government agencies/ bodies.
• Carry out and monitor service quality improvement projects and initiatives in collaboration with internal stakeholders.
• Develop/review strategies and work processes for effective service delivery to stakeholders within the service levels.
• Develop data visualisation for both internal and external stakeholders to aid recommendations for operational planning, review of service strategies/ policies, and service delivery improvements.
• Evaluate the impact of digital technology/ tools on improvements in service experience and productivity.

Connaissances

Communication

Teamwork

Analytical thinking

Presentation

English proficiency

Outils

Microsoft Office

Qlik Sense

ChatGPT

Copilot

Description du poste

Public Service Division is seeking a role within the Quality Service Department to process appeals/non-appeals, drive service recovery, and improve service quality under the Public Health Pillar. The position requires coordinating with multiple stakeholders and leveraging AI tools to enhance service delivery.

You will develop data visualisation for internal and external stakeholders, monitor service levels, and contribute to strategies that improve operational planning and policy reviews.