Senior Manager, Service Delivery & Policy Engagement

Land Transport Authority; Singapore; Hybrid; SGD 58,000 - 85,000; Full time

Benefits offered by this job

Hybrid work environment

Job summary

The National Library Board (NLB) invites applications for a role focused on data-driven service delivery and community engagement within Singapore's public library network. You will contribute to improving library experiences across sites while supporting strategic initiatives and continuous improvement efforts.

Location: Marine Parade Public Library; work location also at the National Library Building. Successful applicants will be appointed on a two-year contract in the first instance.

Qualifications

• Collect, analyse and interpret data to derive actionable insights.
• Analyse customer behaviour, feedback data and derive insights.
• Ability to work independently and effectively across divisions.
• Possess strong interpersonal and communication skills.

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

Data analysis

Analytical thinking

Cross-functional collaboration

Communication skills

Independent work

Tools

Vendor management

Job description

The National Library Board (NLB) invites applications for a role focused on data-driven service delivery and community engagement within Singapore's public library network. You will contribute to improving library experiences across sites while supporting strategic initiatives and continuous improvement efforts.

Location: Marine Parade Public Library; work location also at the National Library Building. Successful applicants will be appointed on a two-year contract in the first instance.