Manager (Ops Policy and Planning - SOE), ECDA/TFN

We are looking for a motivated and driven person who enjoys working in a collaborative and dynamic environment to be part of the Ops Planning team within Ops Policy and Planning, under the Strategy and Organisation Excellence (SOE) Pillar in the Early Childhood Development Agency (ECDA). You will ensure alignment with ECDA's overarching objectives to deliver affordable, accessible, and quality preschool education to the citizens of Singapore. You are required to collaborate with pillar divisions and across ECDA to support organisational transformation and strategic initiatives, including data strategy implementation, that drive operational excellence and evidence-based decision making. You will also play a key role in supporting operational excellence and service delivery improvements across preschool subsidy schemes. You are required to support operational excellence and service delivery improvements across preschool subsidy schemes. By conducting thorough process mapping and analysis, you will working closely with various stakeholders to understand operational challenges and develop practical solutions. You will be also implement technology solutions to reduce operational inefficiencies whilst driving change management initiatives, including developing implementation roadmaps and communication plans, ensuring smooth transitions as users adopt new processes or digital solutions. Responsibilities Operations Planning • Work with policy to design and review policies related to preschool subsidies • Develop and/or review preschool subsidies operational frameworks, policies and standard operating procedures to enhance service delivery effectiveness • Monitor operational performance and develop practical solutions to address service gaps • Support the development of pillar’s work plans to meet operational needs • Coordinate with internal and external stakeholders to align operational strategies with ECDA's objectives Process Excellence & Service Delivery Enhancement • Conduct process mapping and analysis exercises to identify areas for improvement in subsidy disbursement processes and recommend practical enhancements to existing system logic and workflows • Develop system enhancements whilst managing documentation and identifying workflow improvements with Operations Administration teams. This will include documenting processes including SOPs, and collaborate with vendors to implement technical solutions that improve operational efficiency • Develop and deliver training programmes to enhance service competencies of Operations Administration officers and contact agents, aiming to reduce operational feedback volume • Review and maintain ECDA website content, AskGov materials, SOPs, guidelines, and subsidy repositories to ensure accuracy and accessibility Digital Transformation & Innovation • Champion digital transformation initiatives and oversee technology implementations • Evaluate emerging tools and platforms to enhance operational efficiency • Support end-to-end digitalisation projects, including requirements gathering, process documentation, and vendor collaboration • Lead change management efforts to ensure successful adoption of new systems and processes Requirements • Operations Planning & Process Excellence: Preferably 2 years of experience in policy development, implementation and/or process improvements, through data-driven analysis and performance monitoring. • Service Design & Innovation: Good understanding of government operations and service delivery frameworks. Capability to design customer-centric services, map user journeys, and leverage technology to enhance service delivery while ensuring quality standards are met • Data Processing & Analytics: Experience in data analysis, performance monitoring, and using data-driven insights to support strategic decision making and initiatives in driving continuous improvement in service delivery outcomes • Change Management & Stakeholder Engagement: Experience in developing implementation strategies, managing transitions, and engaging stakeholders to ensure successful adoption of new processes and systems. • Digital & Technology Proficiency: Knowledge of content management systems and digital platforms Key Skills and Attributes • Strong analytical and process improvement skills • Excellent communication and training delivery capabilities • Service-oriented, resourceful and meticulous • Good writing skills • Able to work independently and in teams • Adaptable and able to manage multiple priorities effectively