Senior Manager/Manager, Impact & Service Innovation

HCSA COMMUNITY SERVICES; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading social impact organization in Singapore is seeking a Manager of Social Impact and Innovation to drive organizational excellence. The role involves developing frameworks for impact measurement, leading service innovation, and fostering a culture of improvement through collaboration and technology. The ideal candidate has over 5 years of experience in the social sector and strong skills in data analysis and strategic communication.

Qualifications

• Proven experience in Social / Care / Service sector leading impact measurement and reporting for more than 5 years.
• Familiarity with SROI, Theory of Change, and logic model.
• Strong analytical skills and proficiency in data collection and analysis.

Responsibilities

• Develop robust frameworks to measure social impact across services.
• Collaborate with service heads to redesign offerings for greater effectiveness.
• Champion data-informed decision-making across the organisation.

Skills

Impact measurement

Data analysis

Strategic communication

Collaborative leadership

Design thinking

Education

Degree in Social Sciences, Public Policy, Nonprofit Management, or related field

Tools

Data visualization tools

AI tools including digital twins

Job description

The Manager of Social Impact and Innovation plays a critical role in driving organisational excellence in HCSA Community Services through impact measurement, service innovation, and people development.

Working collaboratively with Service Heads and stakeholders, the Manager champions continuous service improvements through data-informed decision-making and innovative solutions. Through impact studies and systematic data collection, he/she will develop a consolidated social impact reports that showcase the organisation's value creation.

This position will also drive service delivery improvement through technology adoption, ensuring services remain user-centric and integrated. Through technology and volunteer engagement, the Director fosters an innovative culture that enhances workforce capabilities through targeted upskilling and cross-functional collaboration, ultimately contributing to organisational excellence and sustainable growth.

DUTIES AND RESPONSIBILITIES

RESPONSIBILITIES:

Impact Measurement & Communication

1. Develop robust frameworks to measure social impact across services

a. Partner with relevant agencies such as NCSS Centre for Evidence to ensure alignment with sector-wide and national level initiatives; Partner with Institutes of Higher Learning (IHL) and other partners for expertise/technical skillset support.

b. Design and implement studies to measure the impact of services, including quantitative and qualitative metrics to assess each service's effectiveness.

c. Establish and maintain systematic data collection processes across all services, ensuring consistent and reliable gathering of impact-related information.

d. Conduct regular analysis of collected data to evaluate service progress and outcomes.

2. Synthesise and consolidate impact data from each service to create a comprehensive organisational impact assessment, providing a holistic view of the organisation's social value creation, translating data into compelling narratives for funders, partners and the public.

3. Align impact metrics with funding priorities and grant requirements.

4. Collaborate with Strategic Communications team to effectively communicate impact results and research findings to stakeholders, ensuring best practices and organisational expertise are shared with relevant audiences.

Service Innovation and Transformation

1. Collaborate with service heads to redesign offerings for greater effectiveness and equity through human-centred, data-informed and system-based approaches.

2. Spearhead the implementation of user-centric technology solutions to enhance and integrate service delivery systems, ensuring innovation drives operational excellence.

3. Champion data-informed decision-making across the organisation and foster a culture of continuous improvement and innovation through research findings, mentorship, knowledge, and the implementation of best practices.

4. Leverage cutting-edge AI tools including digital twins to simulate, predict and optimise service outcomes.

People & Processes

1. Anticipate and respond to evolving workforce dynamics by fostering collaboration and developing resilient, digitally skilled teams through innovative leadership models.

2. Collaborate with service heads and People, Culture & Organisation (PCO) team to equip programme staff with relevant current and forward-looking skillsets in the areas of impact measurement and service innovation.

3. Foster a culture of experimentation, learning and continuous improvement.

4. Establish continuous improvement processes with regard to impact measurement and service innovation.

Ground Sensing & Insight Gathering

1. Conduct immersive research to understand lived experience and service ecosystems

2. Use ethnographic, participatory, and systems thinking methods to surface insights

3. Ensure services are responsive to real world dynamics and evolving needs.

QUALIFICATIONS:

· Degree in Social Sciences, Public Policy, Nonprofit Management, or a related field

· Proven experience in Social / Care / Service sector leading impact measurement and reporting for more than 5 years

· Impact Evaluation: familiarity with SROI, Theory of Change, logic model.

· Design Thinking & Innovation: Experience in service design, rapid prototyping and co-creation.

· Systems Leadership: ability to navigate complexity and lead across silos.

· Strategic Communication. Skilled in storytelling, data visualization and funder engagement.

· Collaborative Leadership: Empathetic, facilitative and able to build trust across teams

· Equity & inclusion Lens: Deep understanding of social justice, power dynamics, and inclusive design.

· Strong analytical skills and proficiency in data collection and analysis.

· Excellent communication and report-writing abilities.

· Ability to work collaboratively with diverse teams and stakeholders.