Senior Manager / Manager (Operations Design), FLG/SVC

The Family Life Group (FLG) strengthen and supports families to realise the vision of making Singapore the best place for family life through our policies, programmes and publicity efforts. Description of Branch The Family Services Division oversees a range of services designed to build and support families at different life stages. We believe that strong families form the core of a strong society. This position offers an exciting opportunity to contribute to important government initiatives supporting Singaporean families. The Baby Bonus Branch administers the Baby Bonus Scheme and Large Families Scheme, which are key initiatives to support Marriage and Parenthood. We are looking for individuals who are keen to contribute to MSF's mission of fostering strong and happy families. This position offers a strong opportunity to develop your expertise across three key areas: operations management; customer service; and product management – all within a team that directly shapes how Singaporean families experience government support. You will gain hands-on experience managing end-to-end operational processes, engaging with stakeholders across different levels, and contributing to meaningful policy implementation. Responsibilities • Lead the implementation of new operational process, coordinating training and onboarding of relevant teams (e.g. frontline officers such as email and call centre teams) prior to new scheme launches. • Drive change management to ensure a smooth transition to the new processes. This involves preparing Standard Operating Procedures and email templates for frontline officers. • Monitor operational processes post-launch, gathering feedback from stakeholders and propose refinements to improve efficiency and service quality. This involves preparing materials for stakeholder presentation and management submissions. • Handle and respond to complex queries/appeals related to the Baby Bonus Scheme and Large Families Scheme. • Manage and process tasks in line with guidelines and service standards. Requirements • Tertiary education in any discipline • Strong analytical and problem-solving skills • A keen interest in leveraging technology to transform and automate existing manual tasks • Excellent communication skills (both written and verbal) and interpersonal abilities • Proficiency in data analysis and process mapping tools • Ability to work in fast-paced environment Work location is at Bishan. Only shortlisted candidates will be notified within 4 weeks from the closing date of this position.