Strategic Ops Lead: Placement & Process Excellence

Ministry Of Social And Family Development; Singapore; On-site; SGD 55,000 - 75,000; Full time

Job summary

Ministry Of Social And Family Development in Singapore leads the ECDA preschool placement operations, handling escalated enquiries, appeals, and complex cases with established frameworks to ensure timely, consistent outcomes.

The role supports process mapping, digitalisation, and training to strengthen service delivery, while improving workflows and maintaining accurate information across ops teams. Collaboration with preschools and internal stakeholders is essential.

Qualifications

• Experience in operations management and service delivery.
• Ability to assess operational issues and apply policies/frameworks.
• Strong written and verbal communication.
• Experience with operational systems and SOPs or case management processes.
• Ability to coordinate across teams and support officers in day-to-day work.

Responsibilities

• Manage ECDA’s preschool placement operations, including escalated enquiries, appeals and complex cases.
• Coordinate placement support for families affected by sudden cessations and high-impact scenarios.
• Apply established placement frameworks, SOPs and case routing principles for consistent handling.
• Collaborate with preschools and internal teams to resolve cases and ensure consistent messaging.
• Monitor caseloads and ageing; support improvements to placement processes and service delivery outcomes.
• Provide operational guidance and quality assurance on placement casework and handover within Ops Support.
• Support process mapping and digital transformation initiatives and document procedures.

Skills

Operations management

Service delivery

Case handling

Process improvement

Written communication

Verbal communication

Cross-team coordination

Adaptability

Tools

Case management systems

Content management platforms

Job description

Ministry Of Social And Family Development in Singapore leads the ECDA preschool placement operations, handling escalated enquiries, appeals, and complex cases with established frameworks to ensure timely, consistent outcomes.

The role supports process mapping, digitalisation, and training to strengthen service delivery, while improving workflows and maintaining accurate information across ops teams. Collaboration with preschools and internal stakeholders is essential.