Senior Manager/Manager, Frontline Services, CXD

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

What the role is:

You will be part of the Frontline Services team at Ministry of Manpower (MOM) to deliver quality service to customers ranging from Advisory services on employment and work pass related issues to transactions and management of vendors for outsourced services. You will provide insights from your interactions with customers to help inform process and policy review. You will play a crucial role in supporting MOM’s service delivery transformation including reviewing and re-designing customer journeys and business processes as well as leveraging new technologies to achieve seamless and effective service delivery.

What you will be working on:

[The seniority of appointment and actual corporate job title will commensurate with individual work experiences. Depending on the actual deployment, the weightage of responsibilities below could differ across the different work areas.]

• Provide case-specific advisory services on employment and work pass matters to customers in-person at MOM Services Centre and through video conferencing platform in a professional manner
• Keep abreast with prevailing policies and processes to provide accurate advice to customers and resolve customers’ issues effectively
• Utilise data analytics to identify customer trends and insights for timely interventions
• Manage and guide vendor in daily operations and ensure vendor meets its performance KPIs for outsourced services
• Coordinate with internal stakeholders to develop and review operational SOPs and escalation protocols to optimise service delivery and operational efficiency.
• Support service transformation initiatives to drive seamless and effective service delivery e.g., review and redesign customer journeys, business process reviews and redesign, ops-tech integration projects and capability building etc.

What we are looking for:

We are looking for proactive and motivated individuals who can work autonomously in a fast-paced environment. The individual should be a team player who is comfortable in navigating ambiguity and diverse opinions to work with others to deliver desired outcomes.

Requirements:

• Demonstrate strong customer‑centric outlook with relevant experience in service delivery, service‑tech innovation, service operations planning, vendor management and/or managing projects related to customer experience and service design
• Possess excellent communication and interpersonal skills, and the ability to engage internal and external stakeholders
• Able to relate well to people from all backgrounds and handle difficult customers/sensitive issues in an empathetic and professional manner
• Patient and effective problem solver
• Handle customers from various regions including Southeast Asia, South Asia and East Asia, proficiency in a second language such as Tamil, Malay, Hindi, Mandarin etc. will be an added advantage
• Data‑driven with good quantitative and qualitative analytical skills. Experience in visualisation tools such Tableau/Power BI/Python an advantage

About Ministry of Manpower

Championing Human Potential for a Thriving SingaporeSingaporeans are at the heart of what we do. The Ministry of Manpower (MOM) empowers our people and fosters a thriving, inclusive workforce that drives Singapore's growth and prosperity. By working closely with our tripartite partners, industry and community stakeholders, we strive to create workforce and workplace policies that foster resilience, adaptability, and a bright future for a thriving Singapore. As an MOM officer, you will be part of this meaningful mission, contributing across diverse and impactful areas - from shaping forward‑looking and effective manpower policies and strengthening industrial relations, to enhancing workplace safety standards and ensuring balanced local and foreign workforce regulations. Here at MOM, we are committed to creating an inclusive experience not just for our national workforce, but also for our officers who work tirelessly to champion human potential for a thriving Singapore.