Senior Frontline Services Lead — CX & Service Transformation

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

Job summary

The Ministry of Manpower in Singapore is seeking a proactive service-delivery professional to join the Frontline Services team. You will advise customers on employment and work pass matters, support process redesign, and help drive service delivery transformation.

You will work with internal stakeholders, manage vendors for outsourced services, and use data insights to improve customer journeys and KPIs. A collaborative, adaptable mindset is essential to thrive in a fast-paced environment.

Qualifications

• Experience in service delivery and vendor management.
• Excellent communication and interpersonal skills.
• Ability to engage internal and external stakeholders and handle sensitive issues.
• Data-driven with analytical and visualization skills.

Responsibilities

• Provide case-specific advisory services on employment and work pass matters to customers in-person at MOM Services Centre and via video conferencing.
• Keep abreast with prevailing policies and processes to provide accurate advice and resolve customers’ issues effectively.
• Utilise data analytics to identify customer trends and insights for timely interventions.
• Manage and guide vendors in daily operations and ensure they meet KPIs for outsourced services.
• Coordinate with internal stakeholders to develop and review operational SOPs and escalation protocols to optimise service delivery.
• Support service transformation initiatives to review and redesign customer journeys and business processes.

Skills

Customer focus

Communication skills

Stakeholder engagement

Data analytics

Tools

Tableau

Power BI

Python

Job description

The Ministry of Manpower in Singapore is seeking a proactive service-delivery professional to join the Frontline Services team. You will advise customers on employment and work pass matters, support process redesign, and help drive service delivery transformation.

You will work with internal stakeholders, manage vendors for outsourced services, and use data insights to improve customer journeys and KPIs. A collaborative, adaptable mindset is essential to thrive in a fast-paced environment.