Senior Manager / Manager (Service Excellence)

Ministry of Health; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Ministry of Health in Singapore seeks a Manager/Senior Manager to lead customer service operations within the Communications & Engagement Division, guiding multi-stakeholder initiatives in a fast-paced public sector environment.

You will shape service delivery, analyze case data, and drive improvements in SOPs and training to elevate citizen experience across the healthcare ecosystem.

Qualifications

• Tertiary education in any discipline.
• At least 3 years prior experience in QSM and/or in healthcare is preferred.
• Good writing skills, project management experience and interest in data analytics.
• Pleasant, motivated self-starter who displays initiative and is a good team player.

Responsibilities

• Manage Customer Service & Case Management.
• Oversee Service Operations Planning & Management.
• Project management responsibilities.
• Manage operations of email centre and coordinate with the vendor on training and service excellence.
• Analyse data for tracking progress of cases, reporting and provide insights on call/email data and nature of enquiries for citizen service improvements.
• Review SOPs for process improvements.
• Develop and manage training plans to build team capabilities.

Skills

Front-line ops

Customer relations

Data analytics

Project management

Written communication

Education

Tertiary education

Job description

What the role is:

The mission of the Ministry of Health is to be an innovative and people centred organisation to promote good health and reduce illness, ensure that Singaporeans have access to good and affordable health care that is appropriate to needs, and to pursue medical excellence. MOH’s Communications & Engagement Division ensures a high level of service delivery across the entire public healthcare ecosystem, through adherence to service standards and resolution of public queries in a timely manner. You will be working in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time.

What you will be working on:

We are looking for a suitable Manager/Senior Manager to manage the following areas:

• Customer Service & Case Management
• Service Operations Planning & Management
• Project management
• Manage operations of email centre and work closely with the appointed vendor on training and service excellence
• Analyse data for tracking progress of cases, reporting and provide insights on call/ email data and nature of enquiries for enhanced citizen service journey
• Help to review of SOPs for process improvements
• Develop and manage training plans to build capabilities of team members

What we are looking for:

• Tertiary education in any discipline
• At least 3 years prior experience in QSM and/or in healthcare is preferred
• Good understanding of front-line service operations and experience in managing customer relations
• Good writing skills, project management experience and interest in data analytics
• Pleasant, motivated self-starter who displays initiative and is a good team player
• Strong initiative, resourceful and collaborative in working with internal and external stakeholders for co-solutions

Key Competencies Required:

Thinking Clearly & Making Sound Judgements - Strong analytical and critical thinking abilities to support the crafting of sound policy recommendations; ability to grasp timelines, operating context and ground realities.

Learning & Putting Skills into Action - Possesses the drive and curiosity to learn and apply new skills, knowledge and new ways of working.

Improving & Innovating - Ability to seek continual improvements, and to innovate and experiment while managing the risks involved.

Working Effectively with Stakeholders - Ability to mobilise and rally partners and stakeholders towards a collective purpose.

As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.

About Ministry of Health

The Ministry of Health’s (MOH) vision is to champion a healthy nation with our people - to live well, live long and with peace of mind. As an open country constantly exposed to an interconnected world, Singapore faces complex issues in public healthcare. MOH constantly grapples with new challenges brought on by an increasingly globalised world, a rapidly ageing population and rising expectations. MOH’s responses to these challenges include preventing and managing the outbreak of diseases such as SARS and Influenza A (H1N1), designing a healthcare system that delivers care in an integrated and effective manner, growing the capacity and capabilities within the sector, and managing healthcare inflation. As an MOH officer, you will be involved in formulating and implementing policies that guide Singapore’s healthcare ecosystem. You will work alongside a team with varied skills and backgrounds, but with the common goals of (i) promoting good health and reducing illnesses; (ii) ensuring that Singaporeans have access to good and affordable healthcare; and (iii) pursuing medical excellence. Your work will have far-reaching impact on the health and lives of Singaporeans.