(Senior/ Lead) Manager, Service Management and Planning

Ministry of Education, Singapore (MOE); Singapore; On-site; SGD 100,000 - 160,000; Full time

Job summary

Ministry of Education, Singapore (MOE) is seeking a Senior/ Lead Manager, Service Management and Planning within the Customer Services Branch, Student Placement and Services Division. You will shape how MOE delivers quality service to parents and the public and lead initiatives across the organisation to transform service delivery.

You will manage the Quality Service Manager operations, collaborate with PSD to implement Whole-of-Government quality initiatives, and work with ministries to uplift

Qualifications

• 5+ years of relevant experience in service strategy and planning, quality service management, customer experience, or related fields.

Responsibilities

• Manage MOE QSM office operations and guide divisions on complex escalated cases.
• Collaborate with PSD to implement Whole-of-Government service quality initiatives and share best practices across ministries.
• Analyze survey insights to identify trends and service gaps and develop strategic initiatives.
• Lead customer journey reviews to redesign service delivery and enhance MOE’s omnichannel experience.

Skills

Service strategy

Quality service management

Customer experience

Stakeholder management

Change management

Job description

What The Role Is

As a (Senior/ Lead) Manager, Service Management and Planning in the Customer Services Branch, Student Placement and Services Division, you will play a key role in shaping how MOE delivers quality service to parents and the public.

What The Role Is

As a (Senior/ Lead) Manager, Service Management and Planning in the Customer Services Branch, Student Placement and Services Division, you will play a key role in shaping how MOE delivers quality service to parents and the public. You will lead and partner various stakeholders in organisation-wide service transformation initiatives, manage MOE's Quality Service Manager (QSM) operations and handle complex escalated cases. You will also collaborate with the Public Service Division (PSD) to adapt and implement Whole-of-Government (WOG) service quality initiatives within MOE, while cultivating strong networks and sharing best practices across the QSM community. This role offers rich learning opportunities for those looking to deepen their experience in service delivery and transformation.

What You Will Be Working On

• Manage MOE QSM office operations, such as guiding MOE HQ Divisions and schools on complex escalated cases and ensuring key service indicators are consistently met
• Collaborate with PSD to adapt and implement WOG service quality initiatives within MOE, and facilitate knowledge-sharing sessions with other Ministries and Statutory Boards to exchange best practices and uplift service excellence
• Analyse survey insights and feedback data to identify emerging trends and service gaps, and develop strategic initiatives to address them
• Initiate and lead customer journey reviews by partnering divisions to redesign service delivery processes and co-create solutions to enhance MOE’s omnichannel experience

What We Are Looking For

• At least 5 years of relevant working experience in service strategy and planning, quality service management, customer experience, or other related fields
• A passion for service excellence and a customer-centric mindset, with the drive to continuously improve service delivery and foster a strong service culture
• Strong analytical and problem-solving skills, with the ability to draw insights from data, identify service gaps and translate findings into practical improvements
• Excellent written and verbal communication skills, with the ability to prepare clear reports, develop guidance materials and present to senior management
• Strong stakeholder management skills, with the ability to engage and influence across all levels, complemented by knowledge of customer journey mapping, design thinking and change management methodologies.
• Familiarity with digital tools to support service operations would be an advantage

As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment. If you are facing issues submitting your application through the Careers@Gov portal, please contact us at [e-mail] for assistance.