Service Transformation & Excellence Manager

sggovterp; Singapore; On-site; SGD 80,000 - 110,000; Full time

Job summary

sggovterp in Singapore seeks an Organisational Excellence Manager to drive service transformation by aligning people, data and processes, turning insights into action and turning complexity into clarity.

You will join a change‑management team, review customer touchpoints and processes, co‑create service policies, monitor adoption and measure impact, and support Whole‑of‑Government initiatives as needed.

Qualifications

• Ability to gather and translate insights into actionable improvements.
• Experience in service transformation, process improvement, or change management.
• Familiarity with AI tools and their practical use in service contexts.

Responsibilities

• Design and implement solutions that elevate service quality.
• Review customer touchpoints and internal processes for improvements.
• Co-create service policies, standards, and outcomes with stakeholders.
• Monitor adoption, measure impact, and conduct service audits as needed.
• Facilitate discussions, workshops and engagement sessions with internal teams and customers.
• Support the Quality Service Manager's Office and related initiatives.

Skills

Analytical thinking

Stakeholder engagement

Effective communication

Facilitation

User-centric mindset

Design thinking

Education

Background in Business, Social Sciences, Economics, or related discipline

Tools

AI tools

Data analytics tools

Job description

sggovterp in Singapore seeks an Organisational Excellence Manager to drive service transformation by aligning people, data and processes, turning insights into action and turning complexity into clarity.

You will join a change‑management team, review customer touchpoints and processes, co‑create service policies, monitor adoption and measure impact, and support Whole‑of‑Government initiatives as needed.