Senior Manager, HR Communications Hub (Contact)

As a Senior Manager, HR Communications Hub (Contact) in the HR Solutions and Capabilities Division, you will support the management of MOE’s one-stop HR contact centre for employees. You will also oversee the handling of complex enquiries, monitor service performance, translate enquiry and feedback data into actionable insights, and work with stakeholders across HR Branches to improve HR communications, processes and service delivery. Responsibilities • Supervise, coach and develop a team of HR Executives to deliver accurate, consistent and employee-centric HR information and solutions • Oversee the team’s day-to-day contact operations, monitor service levels and workload, and ensure that enquiries are addressed in a timely and effective manner • Guide the handling of complex or escalated HR enquiries, working with relevant stakeholders to provide clear and appropriate solutions • Analyse service performance data, HR enquiries and employee feedback to identify emerging trends, service gaps and opportunities for the review of HR policies, guidelines, communications and processes • Oversee the development and maintenance of clear, consistent and up-to-date HR communications and knowledge resources across relevant platforms • Lead service and process improvement initiatives, leveraging technology and data to enhance the employee experience, operational effectiveness and service quality • Collaborate with stakeholders across Centres and Divisions to resolve service issues, implement solutions and drive continuous improvement Requirements • Relevant experience in HR, customer service, contact-centre operations, communications, service excellence or a related area • Strong people-management and coaching skills, with the ability to build team capability and foster a collaborative, service-oriented culture • Strong interpersonal, written and verbal communication skills, with the ability to understand diverse employee needs and communicate complex HR information clearly and tactfully • Good organisational, analytical and problem-solving skills, with the ability to manage multiple priorities in a dynamic and fast-paced environment • Prior experience in guiding or supervising a team would be preferred • Project-management skills and the ability to conceptualise, lead and implement service or process improvement initiatives in collaboration with multiple stakeholders • Familiarity with data management, reporting and analytical tools; knowledge of Customer Relationship Management systems and the use of technology to improve service delivery would be an advantage • Self-motivated and able to work independently, with sound judgement, strong professional values, a growth mindset and a commitment to service excellence As part of the processing of your application, you may be required to undergo a medical examination that will be fully paid by MOE. You will be provided with instructions regarding the medical examination. Note: The medical examination is part of the selection process and does not indicate that you have been offered the appointment. If you are facing issues submitting your application through the Careers@Gov portal, please contact us at [email protected] for assistance.