Senior Manager, Service Transformation & Quality

Ministry of Education; Singapore; On-site; SGD 120,000 - 180,000; Full time

Job summary

The Ministry of Education in Singapore is seeking a Senior/Lead Manager, Service Management and Planning within the Customer Services Branch, Student Placement and Services Division.

You will lead cross‑functional teams in service transformation, manage MOE's quality service operations and handle complex escalations, collaborating with the Public Service Division to scale Whole‑of‑Government service quality initiatives.

Qualifications

• Minimum 5 years in service strategy/planning or quality service management.
• Customer-centric mindset with drive to improve service delivery.
• Strong analytical and problem-solving skills with data-driven insights.
• Excellent written and verbal communication for reports and guidance materials.
• Strong stakeholder management and knowledge of customer journey mapping and change management.

Responsibilities

• Lead MOE QSM office operations and guide divisions on escalated cases.
• Collaborate with PSD to adapt WOG service quality initiatives across MOE.
• Analyse survey data to identify trends and gaps, develop strategic initiatives.
• Initiate customer journey reviews and redesign processes to enhance MOE’s omnichannel experience.

Skills

Service strategy

Quality management

Customer experience

Stakeholder mgmt

Data analysis

Change management

Digital tools

Tools

Digital tools

Job description

The Ministry of Education in Singapore is seeking a Senior/Lead Manager, Service Management and Planning within the Customer Services Branch, Student Placement and Services Division.

You will lead cross‑functional teams in service transformation, manage MOE's quality service operations and handle complex escalations, collaborating with the Public Service Division to scale Whole‑of‑Government service quality initiatives.