Senior Executive/Executive (Operations), Community Mediation Unit

Responsibilities • Administers and manages all applications and referrals for mediation received by the within approved public service standards and timeline. • Processes all applications and referrals, end-to-end, in accordance with the Unit’s Standard Operating Procedures and standing instructions. • Selects suitable mode of mediation and sets it up according to the needs to the parties and ensure the necessary resources are available. • Works with different stakeholders in the management of mediation session when required, including but not limited to CMC’s volunteer mediators and partners from other government agencies. • Manages the various demands and expectations of parties, including those who have been ordered to attend mediation by law, effectively. • Able to perform basic data generation tasks required for reports or presentations. • Able to create presentation materials required for meetings or briefings. • Assists in the management of CMC's events including the annual mediator appreciation event(s) and other public outreach programmes as and when required. Requirements *Key Competencies* • [Customer Service and Case Management] Effectively deliver services, coordinate and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed. • [Service Operations Planning and Management] Establish systems, processes and resources (including outsourced partners) needed to deliver services effectively and efficiently. • [Service Quality and Standards] Manage, develop and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement. *Personal Traits* • Fluent in English, a vernacular and/or dialect. • Expected to exercise initiative, adapt quickly to situations and possess excellent interpersonal skills to be able to manage people with various expectations. • Able to write well and be proficient in the current IT tools and platforms including Zoom. • Able to work independently as well as in a team, have a keen eye for attention to details, reliable and be able to remain level-headed during peak periods to ensure work is completed timely and expediently. • Experience in customer service, frontline operations and mediation related work will be to key assets for this position. Successful candidates will be offered a 1-year contract in the first instance. #LI-SW1