Senior Manager, Policy & Engagement Operations

GVT Government Technology Agency; Singapore; Hybrid; SGD 60,000 - 90,000; Full time

Job summary

National Library Board (NLB) in Singapore is seeking a skilled professional to drive service delivery improvements across public libraries and archives. You will analyse data, develop policies and coordinate with internal and external stakeholders to ensure timely, on-budget initiatives that enhance customer experiences.

The role involves developing initiatives, policy formulation, and leveraging customer insights to anticipate needs and deliver service excellence in a dynamic, hybrid work

Qualifications

• 3-5 years of relevant experience in service delivery.
• Strategic transdisciplinary thinking and problem-solving skills.
• Ability to work independently and effectively across divisions.
• Ability to analyse customer behaviour, feedback data and derive insights.

Responsibilities

• Collect, analyse and interpret data to derive actionable insights, identify growth opportunities, optimise performance to support strategic planning and improve service delivery experience.
• Develop, implement and oversee service delivery and community engagement initiatives including service policy, prioritisation of service offerings, manage project timelines with internal stakeholders and vendor management to ensure deliverables are achieved on-time and on-budget.
• Analyse both internal and external feedback and embrace problems as opportunities, facilitate interactions to clarify problems and actively monitor outputs and outcomes to contribute to service excellence.
• Analyse KPIs and key performance metrics, provide insights and identify areas for systemic improvements and take the lead in service enhancement initiatives.
• Collaborate with cross-functional teams to ensure seamless execution of service initiatives.
• Foster a culture of customer-centricity, continuous improvement and operational excellence.

Skills

Service delivery

Data analysis

Cross-functional collaboration

Problem solving

Independent work

Job description

National Library Board (NLB) in Singapore is seeking a skilled professional to drive service delivery improvements across public libraries and archives. You will analyse data, develop policies and coordinate with internal and external stakeholders to ensure timely, on-budget initiatives that enhance customer experiences.

The role involves developing initiatives, policy formulation, and leveraging customer insights to anticipate needs and deliver service excellence in a dynamic, hybrid work