Senior Manager, Strategy & Operations Excellence

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 seeking a proactive Operations Support professional to join the ECDA Ops Management team. You will manage preschool placement operations, coordinate high-impact scenarios and apply established frameworks to ensure consistent, timely handling of cases.

You will also drive process excellence, document changes and support digital tool adoption across Ops Support. You will collaborate with preschools, internal teams and agents while monitoring caseloads

Qualifications

• 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.

Responsibilities

• Manage ECDA’s preschool placement operations, including escalated placement enquiries, appeals and complex cases from MPs, ECDA contacts and referrals.
• Coordinate placement support for families affected by sudden preschool cessations and high-impact scenarios.
• Apply frameworks, SOPs and case routing principles for consistent handling of placement cases.
• Work with preschools, internal teams and contact agents to support case resolution and ensure consistent messaging to parents.
• Monitor caseloads and ageing; flag operational issues and support improvements to placement processes.
• Provide operational guidance and quality assurance on placement casework and coverage handover within Ops Support.
• Support process mapping and basic analysis to identify improvement areas in placement workflows.
• Assist with system/workflow enhancements and document procedures.
• Develop and deliver training to strengthen service competencies of Operations Administration officers.
• Review and maintain operational content (website pages, AskGov materials, SOPs, guidelines) to keep information up to date.
• Support implementation of approved digital initiatives, translating requirements into operational workflows.
• Document requirements with stakeholders and test solutions; support deployment of tools that improve efficiency.
• Assist with change management, including user guides, briefings and addressing operational issues during implementation.
• Identify operational gaps where digital tools or automation can improve day-to-day operations.

Skills

Operations management

Service delivery

Case handling

Process improvement

Digital systems

Job description

Ministry Of Social And Family Development is seeking a proactive Operations Support professional to join the ECDA Ops Management team. You will manage preschool placement operations, coordinate high-impact scenarios and apply established frameworks to ensure consistent, timely handling of cases.

You will also drive process excellence, document changes and support digital tool adoption across Ops Support. You will collaborate with preschools, internal teams and agents while monitoring caseloads