Senior / Manager, Service Standards and Capability Building, CXD

You will be part of a dynamic team in the Customer eXperience Department (CXD) at the Ministry of Manpower (MOM), where you will drive efforts to raise the organisation's service quality and standards. You will champion service excellence by implementing innovative culture and capability building initiatives that enhance officers' skills and cultivate a strong service-oriented culture across MOM. Responsibilities • Manage complex customer issues through close collaboration with MOM divisions and external agencies to ensure effective resolution • Investigate service feedback, review delivery processes and standards, and execute service recovery measures • Conduct service quality checks to identify improvement areas and monitor performance standards of MOM divisions • Develop service culture initiatives and manage communications to build service excellence mindset and practices that enhance customer satisfaction across MOM • Design and deliver capability building programmes to enhance officers' service skills and drive service quality improvements • Ensure end-to-end MP appeal processes and prepare timely performance reports and analyses for political office holders and senior management Requirements • Relevant experience in quality service management, capability building and/or service delivery • Strong analytical, problem-solving and communication skills with understanding of public service values • Proven experience in developing service initiatives and managing stakeholders effectively • Excellent time-management and attention to detail with commitment to quality outcomes • Self-motivated and able to work independently • Proficiency in Microsoft Office, GenAI tools (e.g., Pair) and design tools (e.g., Canva) will be an advantage