Senior/Assistant Director, Staff Engagement & Dev and Customer Experience, ACE

Ministry of Manpower; Singapore; On-site; SGD 80,000 - 120,000; Full time

Job summary

A government agency focused on workforce development in Singapore is seeking a leader for the Staff Engagement and Development & Customer Experience Branch. The ideal candidate will have a minimum of 8 years in management roles, strong stakeholder engagement skills, and a passion for service delivery. Responsibilities include overseeing service delivery operations and developing workforce capabilities within the organization. This position offers an opportunity to make a significant impact on the well-being of migrant workers.

Qualifications

• Minimum 8 years of experience in management or supervisory roles.
• Experience in organizational development, capability development, or operations is advantageous.

Responsibilities

• Lead SED's work across capability, culture, and internal communications.
• Oversee service delivery operations ensuring performance and service excellence.
• Monitor and manage team structure, workload, and budget.

Skills

Stakeholder engagement skills

Excellent written communication

Excellent verbal communication

Facilitation of focus group sessions

Passion for service delivery

Job description

What the role is:

The Assurance, Care and Engagement Group (ACE), a division under the Ministry of Manpower, focuses on improving the well-being of migrant workers by enhancing healthcare, housing, and social aspects within the migrant worker landscape.

What you will be working on:

You will lead the Staff Engagement and Development (SED) & Customer Experience (CX) Branch. Key responsibilities include:

1. For SED:

• Develop, lead, and coordinate SED’s work across capability, culture, internal communications, and administrative support.
• Develop, review, and align workplans and proposals related to these pillars.
• Oversee delivery of key internal platforms (e.g., onboarding, townhalls, recognition efforts).
• Ensure consistency and integration across SED initiatives and officer touchpoints.
• Monitor and manage team structure, workload, resourcing, and budget.
• Support resolution of operational issues affecting SED delivery.
• Represent SED in cross-functional meetings and transformation efforts.

For CX:

• Oversee service delivery operations, ensuring performance and service excellence.

What we are looking for:

• Minimum 8 years of experience in management or supervisory roles.
• Experience in organizational development, capability development, service delivery, operations, or planning is advantageous.
• Strong stakeholder engagement skills.
• Ability to facilitate focus group sessions.
• Passion for service delivery and the ability to energize and inspire teams.
• Excellent written and verbal communication skills.

About the Ministry of Manpower:

The MOM champions human potential for a thriving Singapore. We focus on empowering people and fostering an inclusive, resilient workforce that drives growth and prosperity. Our efforts include shaping manpower policies, strengthening industrial relations, and enhancing workplace standards. We are committed to an inclusive experience for both our workforce and officers, working tirelessly to realize Singapore's future.