Senior Exec (Service Policy, Standards & Partnerships), MinLaw Services Centre

Ministry of Law, Singapore; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Ministry of Law, Singapore is seeking a detail‑driven analyst for the Service Excellence Office to support monitoring and improving service delivery across divisions. The role spans reporting, feedback management, systems support, and knowledge management.

You will consolidate public feedback, prepare monthly KPI reports, manage the QSM resource site, and contribute to ECRM enhancements while ensuring policy awareness. Strong communication and agile mindset are essential.

Qualifications

• Diploma or Degree in Mass Communications, Marketing, Business Management, Infocomm Technology, Computer or Electronics Engineering, or a related field.
• Knowledge or hands‑on experience in Cloud, Case Management, Customer Relationship Management, Knowledge Management, and/or Service Design, as well as a good understanding of user experience design, web application development, and security principles.
• Experience in at least one full software or product development cycle, preferably using Agile methodology, is preferred. You should possess strong analytical, conceptualisation, and problem‑solving skills, with the ability to articulate technical concepts clearly to business stakeholders.
• Beyond technical competencies, you should be highly driven and able to work independently, while also being a strong team player who can manage multiple projects and priorities concurrently.

Responsibilities

• You will consolidate public feedback and customer satisfaction survey findings, document and review compliments and complaints received. Where needed, you will work with the QSM and operational departments to investigate complaints and recommend corrective and preventive actions.
• You will play a key role in developing and maintaining resources that guide divisions in service delivery. This includes building and managing the QSM resource site on iConnect and keeping MinLaw officers updated on relevant service policy changes and processes.
• You will be a key member of the team collaborating with project managers, solution architects, and applications infrastructure engineers to maintain and develop the Ministry's Enterprise Customer Relationship Management (ECRM) system.
• You will conduct induction briefings and ECRM training for new officers joining the Ministry, ensuring they are well‑equipped to perform their roles from the outset.

Skills

Cloud

Case Management

CRM

Knowledge Management

Service Design

UX Design

Web Development

Security Principles

Agile Methodologies

Analytical Thinking

Education

Diploma or Degree in Mass Communications, Marketing, Business Management, Infocomm Technology, Computer or Electronics Engineering, or a related field

Job description

What The Role Is

As a member of the Service Excellence Office, you will support the Senior Assistant Director in monitoring and driving service delivery standards to be implemented across MinLaw Divisions. Your work spans four key areas: reporting and analytics, feedback and complaints management, systems support, and knowledge management.

What The Role Is

As a member of the Service Excellence Office, you will support the Senior Assistant Director in monitoring and driving service delivery standards to be implemented across MinLaw Divisions. Your work spans four key areas: reporting and analytics, feedback and complaints management, systems support, and knowledge management.

You are proactive, self‑motivated, and resourceful, with a good grasp of technology and digital tools. You possess strong communication and stakeholder management skills and are constantly looking for new ways to apply digital solutions to improve service delivery across the Ministry.

Responsibilities

What you will be working on

Reporting & Feedback Management

You will consolidate public feedback and customer satisfaction survey findings, document and review compliments and complaints received. Where needed, you will work with the QSM and operational departments to investigate complaints and recommend corrective and preventive actions. You will also prepare monthly quality service reports for tracking of the Ministry's service KPIs across touchpoints, and for presentation at the monthly department ops meeting. You will also disseminate relevant updates to the respective Ops Divisions, and contribute to quarterly updates presented at Senior Management meetings.

Knowledge Management & Service Guidance

You will play a key role in developing and maintaining resources that guide divisions in service delivery. This includes building and managing the QSM resource site on iConnect and keeping MinLaw officers updated on relevant service policy changes and processes — such as the handling of difficult customers, MP appeals, disengagement policies — with reference to PSD's guidelines.

Systems & Digital Transformation

You will be a key member of the team collaborating with project managers, solution architects, and applications infrastructure engineers to maintain and develop the Ministry's Enterprise Customer Relationship Management (ECRM) system. This includes analysing the impact of requested changes, proposing improvements to address evolving business needs, and supporting data integration, data migration, and continuous delivery strategies to ensure smooth deployment and adoption of digital solutions that meet both Ministry and citizen/business needs.

Training & Onboarding

You will conduct induction briefings and ECRM training for new officers joining the Ministry, ensuring they are well‑equipped to perform their roles from the outset.

Requirements

What we are looking for

• Diploma or Degree in Mass Communications, Marketing, Business Management, Infocomm Technology, Computer or Electronics Engineering, or a related field.
• Knowledge or hands‑on experience in Cloud, Case Management, Customer Relationship Management, Knowledge Management, and/or Service Design, as well as a good understanding of user experience design, web application development, and security principles.
• Experience in at least one full software or product development cycle, preferably using Agile methodology, is preferred. You should possess strong analytical, conceptualisation, and problem‑solving skills, with the ability to articulate technical concepts clearly to business stakeholders.
• Beyond technical competencies, you should be highly driven and able to work independently, while also being a strong team player who can manage multiple projects and priorities concurrently.

Successful candidates will be offered a 1-year contract, in the first instance.