Senior Manager / Manager (Service Excellence)

The mission of the Ministry of Health is to be an innovative and people centred organisation to promote good health and reduce illness, ensure that Singaporeans have access to good and affordable health care that is appropriate to needs, and to pursue medical excellence. MOH’s Communications & Engagement Division ensures a high level of service delivery across the entire public healthcare ecosystem, through adherence to service standards and resolution of public queries in a timely manner. You will be working in a fast-paced and highly volatile environment that would require the ability to manage multiple priorities and stakeholders at the same time. Responsibilities We are looking for a suitable Manager/Senior Manager to manage the following areas: i) Customer Service & Case Management ii) Service Operations Planning & Management iii) Project management • Manage operations of email centre and work closely with the appointed vendor on training and service excellence • Analyse data for tracking progress of cases, reporting and provide insights on call/ email data and nature of enquiries for enhanced citizen service journey • Help to review of SOPs for process improvements • Develop and manage training plans to build capabilities of team members Requirements • Tertiary education in any discipline • At least 3 years prior experience in QSM and/or in healthcare is preferred • Good understanding of front-line service operations and experience in managing customer relations • Good writing skills, project management experience and interest in data analytics • Pleasant, motivated self-starter who displays initiative and is a good team player • Strong initiative, resourceful and collaborative in working with internal and external stakeholders for co-solutions Key Competencies Required: • Thinking Clearly & Making Sound Judgements – Strong analytical and critical thinking abilities to support the crafting of sound policy recommendations; ability to grasp timelines, operating context and ground realities. • Learning & Putting Skills into Action - Possesses the drive and curiosity to learn and apply new skills, knowledge and new ways of working. • Improving & Innovating – Ability to seek continual improvements, and to innovate and experiment while managing the risks involved. • Working Effectively with Stakeholders – Ability to mobilise and rally partners and stakeholders towards a collective purpose. As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.