Senior Manager Service Excellence & Capability Building

Ministry of Manpower; Singapore; On-site; SGD 50,220 - 72,540; Full time

Job summary

The Ministry of Manpower in Singapore is seeking a dedicated individual to join their Customer eXperience Department (CXD). In this role, you will be responsible for enhancing service quality by managing customer issues, conducting service quality checks, and developing initiatives aimed at cultivating a service-oriented culture.

Ideal candidates will have strong analytical, problem-solving, and communication skills, complemented by relevant experience in quality service management. Proficiency in Microsoft Office and design tools is advantageous.

Qualifications

• Relevant experience in quality service management and service delivery.
• Strong analytical and problem-solving skills.
• Proven experience in developing service initiatives.
• Excellent time-management with attention to detail.
• Self-motivated and able to work independently.

Responsibilities

• Manage complex customer issues through collaboration to ensure resolutions.
• Investigate service feedback and execute service recovery measures.
• Conduct service quality checks and monitor performance standards.
• Develop service culture initiatives to enhance customer satisfaction.
• Design capability building programmes to improve service skills.
• Prepare performance reports and analyses for senior management.

Skills

Quality service management

Analytical skills

Communication skills

Problem-solving skills

Time-management

Attention to detail

Self-motivation

Stakeholder management

Tools

Microsoft Office

GenAI tools (e.g., Pair)

Design tools (e.g., Canva)

Job description

The Ministry of Manpower in Singapore is seeking a dedicated individual to join their Customer eXperience Department (CXD). In this role, you will be responsible for enhancing service quality by managing customer issues, conducting service quality checks, and developing initiatives aimed at cultivating a service-oriented culture.

Ideal candidates will have strong analytical, problem-solving, and communication skills, complemented by relevant experience in quality service management. Proficiency in Microsoft Office and design tools is advantageous.