Service Transformation Lead, Quality & Experience

Ministry of Education, Singapore (MOE); Singapore; On-site; SGD 100,000 - 160,000; Full time

Job summary

Ministry of Education, Singapore (MOE) is seeking a Senior/ Lead Manager, Service Management and Planning within the Customer Services Branch, Student Placement and Services Division. You will shape how MOE delivers quality service to parents and the public and lead initiatives across the organisation to transform service delivery.

You will manage the Quality Service Manager operations, collaborate with PSD to implement Whole-of-Government quality initiatives, and work with ministries to uplift

Qualifications

• 5+ years of relevant experience in service strategy and planning, quality service management, customer experience, or related fields.

Responsibilities

• Manage MOE QSM office operations and guide divisions on complex escalated cases.
• Collaborate with PSD to implement Whole-of-Government service quality initiatives and share best practices across ministries.
• Analyze survey insights to identify trends and service gaps and develop strategic initiatives.
• Lead customer journey reviews to redesign service delivery and enhance MOE’s omnichannel experience.

Skills

Service strategy

Quality service management

Customer experience

Stakeholder management

Change management

Job description

Ministry of Education, Singapore (MOE) is seeking a Senior/ Lead Manager, Service Management and Planning within the Customer Services Branch, Student Placement and Services Division. You will shape how MOE delivers quality service to parents and the public and lead initiatives across the organisation to transform service delivery.

You will manage the Quality Service Manager operations, collaborate with PSD to implement Whole-of-Government quality initiatives, and work with ministries to uplift