Senior Manager, Strategy and Organisation Excellence, ECDA/TFN

Ministry Of Social And Family Development; Singapore; On-site; SGD 60,000 - 90,000; Full time

Job summary

Ministry Of Social And Family Development is recruiting for an Operations Support role within ECDA’s Ops Management, to streamline preschool placement operations and service delivery. You will handle escalated enquiries, coordinate complex cases and help implement approved digital tools.

You will also contribute to process improvements, training, and maintenance of guidelines, SOPs and repositories to ensure accurate information and efficient service outcomes across teams in Singapore.

Qualifications

• Experience in operations management or public service functions.
• Ability to assess operational issues and propose improvements.
• Strong written and verbal communication skills.
• Experience with operational systems, workflows or SOPs.

Responsibilities

• Manage preschool placement operations including escalated enquiries and appeals.
• Coordinate placement support for families in high-impact scenarios.
• Apply placement frameworks and SOPs for consistent handling of cases.
• Work with preschools and internal teams to resolve cases and communicate with parents.

Skills

Operational judgement

Written & verbal comms

Cross-team collaboration

Adaptable to multiple priorities

Case management systems

Digital tools & workflows

Tools

Case management systems

Digital tools

Job description

What the role is:

We are looking for a motivated and driven person who enjoys working in a collaborative and dynamic environment to be part of the Ops Support team within Ops Management, under the Strategy and Organisation Excellence (SOE) Pillar in the Early Childhood Development Agency (ECDA).You will support ECDA's preschool placement operations, focusing on the management of escalated placement enquiries and appeals, coordination of placement support in complex or time-sensitive scenarios, and the consistent application of placement frameworks and service standards.You will also support process improvement and digitalisation initiatives within Ops Support by implementing approved changes, reviewing operational workflows, strengthening officers' capabilities, and supporting the adoption of new processes and systems. The role may provide opportunities to contribute to broader Operations Management workstreams, including selected areas of preschool subsidy administration and operational improvement.The role may also provide opportunities for the jobholder to be involved in selected areas of preschool subsidy administration and related Ops Support workstreams.

What you will be working on:

Placement Operations and Service Management

• Manage ECDA's preschool placement operations, including escalated placement enquiries, appeals and complex cases from Members of Parliament, ECDA Contact and internal referrals.
• Coordinate placement support for families affected by sudden preschool cessations and other high impact scenarios, including checks on available vacancies and facilitation of alternative placement options.
• Apply established placement frameworks, SOPs and case routing principles to ensure consistent, timely and appropriate handling of placement cases.
• Work closely with preschools, internal teams and contact agents to support case resolution and ensure accurate, consistent messaging to parents.
• Monitor placement caseloads and ageing, flag emerging operational issues and support improvements to placement processes and service delivery outcomes.
• Provide operational guidance and quality assurance on placement casework, and support coverage and handover arrangements within Ops Support.

Process Excellence & Service Delivery Enhancement

• Support process mapping and basic analysis to identify improvement areas in placement and operational workflows, and recommend practical enhancements within existing frameworks.
• Work with Operations Administration teams to implement approved system or workflow enhancements, including documenting procedures and supporting process changes.
• Assist with the development and delivery of training or sharing sessions to strengthen service competencies of Operations Administration officers and contact agents, with the aim of reducing avoidable operational feedback.
• Review and maintain operational content such as ECDA website pages, AskGov materials, SOPs, guidelines and repositories to ensure information remains accurate, up to date and accessible.

Digital Transformation & Innovation

• Support the implementation of approved digital and technology initiatives within Ops Support, including translating requirements into operational workflows and supporting user adoption.
• Work with internal stakeholders and vendors to document requirements, test solutions and support deployment of systems or tools that improve operational efficiency.
• Assist with change management activities, including preparing user guides, conducting briefings and addressing operational issues during implementation.
• Identify and surface operational gaps where digital tools or automation may improve day to day operations, for consideration by system owners.

What we are looking for:

• Experience in operations management, service delivery, case handling, process improvement or related public service functions.
• Ability to assess operational issues, apply established policies and frameworks, and propose practical improvements.
• Good written and verbal communication skills, including drafting operational correspondence, reports and guidance materials.
• Experience working with operational systems, workflows, SOPs or case management processes.
• Ability to coordinate across teams and support officers in day to day operational work.
• Familiarity with digital systems, case management tools or content management platforms would be an advantage.

Key Skills and Attributes

• Strong operational judgement and problem solving skills
• Clear and effective written communication skills
• Service oriented, resourceful and meticulous
• Able to work independently within established guidelines
• Able to collaborate effectively across teams
• Adaptable and able to manage multiple operational priorities

About Ministry Of Social And Family Development

Join Us at MSF for a Meaningful, People-Centric Career!At MSF, our mission is to nurture and build resilient individuals, strong families, and a caring society. We offer meaningful and impactful people-centric careers in the design and delivery of policies, services and programmes. We are an all-inclusive and family friendly workplace where career growth is prioritised through a comprehensive suite of development opportunities to help our officers succeed today as well as be future-ready. We do this through various formal and informal learning and development programmes for officers to build different competencies and gain diverse work experiences within MSF, the Public as well as the Social Service Sectors.